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Added 1 min ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 1 min ago
T
Senior Group Manager, Audit (ATH 1146)
TD
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- Full-time
Oversee / lead / manage and plan audit engagement work activities to ensure adequate risk coverage which may require alignment across multiple areas.
Added 1 min ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
The Manager Policy and Risk Management is responsible for research and analysis, policy and procedures, and risk management.
Added 1 min ago
T
Manager III, Regulatory & Policy Governance - TD Asset Management
TD
Toronto, ON
- Full-time
TD Asset Management Inc. (TDAM) is a North American investment manager offering progressive investment solutions to investors globally. For over two decades, TDAM established competitive…
Added 1 min ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…execution of our internal audit framework built on an enterprise risk management governance model. You will be part of a global team and report to the Senior Manager; IT Audit located in…
Added 1 min ago
LM
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Added 1 min ago
BT
Project Manager - Infrastructure Transitions and SharePoint Migration
Buchanan Technologies
Brampton, ON
- Contract
We are seeking an experienced IT Project Manager to lead infrastructure transition, collaboration-platform migration, and data-service initiatives in a complex enterprise environment.
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Team Lead - Business Banking - West New Brunswick
Scotiabank
NB · Fredericton, NB
…day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct…
Added 1 min ago
C
Senior Account Manager
Citylitics
Toronto, ON
- Full-time
Citylitics is hiring a proactive, analytical, and commercially driven Senior Account Manager reporting to the Director of Account Management.
Added 1 min ago
E
Business Analyst Specialist I - Marketing & Risk Management
Enbridge
Calgary, AB
- Full-time
In this role, you will join the Enterprise Marketing and Risk Management systems team and serve as a trusted partner to business stakeholders, providing systems analysis, application…
Added 1 min ago
Senior Technical Specialist
Insurance Corporation of British Columbia
North Vancouver, BC
…misconfigurations, and attack paths, and translating findings into practical operational actions and measurable risk reduction…
Added 16 mins ago
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Senior Manager, Occupational Health and Safety
Victoria Cool Aid Society
Victoria, BC
- Full-time
…an experienced, collaborative, and forward-thinking Senior Manager, Occupational Health & Safety to build on this strong foundation and lead the continued evolution of our OHS program. This…
Added 31 mins ago
S
Team Lead - Business Banking - West New Brunswick
Scotiabank
Fredericton, NB
- Full-time
…day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct…
Added 31 mins ago
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Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
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- Full-time
…governmental guidelines and regulations, the Clinical Trial Project Manager is responsible for the operational management of multicentre clinical research studies. The Project Manager…
Added 31 mins ago
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Senior Analyst, Capital Markets Operations
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- $40 CAD / hour
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…the ability to independently investigate and resolve complex operational issues. This is an excellent opportunity for an experienced professional to contribute to daily investment…
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Senior Account Manager
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Toronto, ON
- Full-time
Citylitics is hiring a proactive, analytical, and commercially driven Senior Account Manager reporting to the Director of Account Management.
Added 31 mins ago
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Senior Manager, Corporate Solutions – Human Resources, Legal Services, and Service Center Solutions Portfolios (T & I) (Telework/Hybrid)
Radio-Canada
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Project Manager
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Role: Finance and Tax (F&T) Transformation and Continuous Improvement – Project Manager
Added 31 mins ago
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Director, Intraday Liquidity Risk Oversight
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Provides input into the planning and implementation of ongoing operational programs in support of the market risk framework.
Added 31 mins ago
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Director of Finance
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The Director of Finance provides strategic and operational leadership to Serpent River First Nation to ensure long-term financial sustainability, accountability, transparency, and…
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Maintenance & Administrative Coordinator
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Reports and is accountable to the Maintenance and Asset Manager in their region
Added 31 mins ago
C
Senior Manager, Corporate Solutions – Human Resources, Legal Services, and Service Center Solutions Portfolios (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Ottawa, ON · Montreal, QC
- Full-time
Added 31 mins ago
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Payment Analyst - GA
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Adhere to exception processes established within Payments Processing to mitigate operational, reputation and business risk.
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Manager Business Markets
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…oversight to ensure action is taken to preserve satisfactory operational and credit effectiveness through portfolio management activities and…
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Youth Housing Support - Rover
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Reporting to: Manager of Youth Supportive Housing

Guesty

Shield Program Lead

Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Experience: 5+ years of relevant experience in program management, insurance or protection programs, operations, or a closely related field.
Posting language: English
Posted: Oct 30, 2026

Original job description

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works - from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners - including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more - Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.

We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

We are looking for a Shield Program Lead to take end-to-end ownership of the operations and ongoing performance of Guesty Shield globally.

You will lead the internal claims team, manage commercial relationships with insurers and program partners, and ensure customers receive a reliable experience from enrollment through claims resolution and payment. You will drive improvements in customer retention, operational efficiency and program profitability, while leading new product launches and improvements alongside Product and other internal teams.

This is a hands-on role for someone with experience in the short-term rental/vacation rental industry who can manage people, lead commercial discussions and follow through on operational details.

Responsibilities

Program Operations

Own the day-to-day operation of Shield across all active markets, with clear processes, accountability and consistent service delivery.
Establish reporting, controls and escalation procedures, and resolve recurring operational issues.
Drive automation and process improvements that enable the program to scale efficiently.
Maintain visibility into program performance, risks and action plans.

Team Leadership and Claims Oversight

Manage and develop the internal claims team, including workload allocation, coaching, performance management and quality assurance.
Oversee the claims journey from submission through decision and payment of approved claims, in coordination with insurers and claims partners.
Establish and monitor service levels, ensuring timely customer communication and payment.
Resolve overdue claims and complex escalations, holding partners accountable for agreed commitments.
Ensure claims are handled accurately and consistently with applicable coverage terms.

Customer Retention

Own Shield retention performance and lead initiatives to reduce churn in partnership with Customer Success.
Identify cancellation drivers and early signs of dissatisfaction, and translate findings into corrective actions.
Address retention issues related to pricing, coverage, claims experience and service delivery.
Distinguish Shield-specific cancellations from broader Guesty churn, and monitor reductions in coverage among existing customers.

Commercial Partnerships and Program Economics

Own ongoing relationships with insurers, claims administrators and other program partners.
Lead commercial discussions, renewals, performance reviews and escalations, coordinating with Finance and Legal.
Negotiate improvements to commercial terms, service levels and operating processes.
Track program revenue, margins and operating costs with Finance, and identify opportunities to improve profitability while maintaining service and coverage quality.
Manage partner transitions and ensure continuity of service.

Requirements

Must

Prior experience in the short-term rental (STR) / vacation rental industry, with a strong understanding of property manager operations, guest-related damage and protection needs.
5+ years of relevant experience in program management, insurance or protection programs, operations, or a closely related field.
Proven experience directly managing and developing an operational team.
Experience managing insurers or insurance partners, including commercial negotiations and service performance.
Strong understanding of claims workflows, customer service and operational controls.
Commercial and analytical judgment, with the ability to use data to improve retention, profitability and service quality.
A track record of leading cross-functional initiatives from planning through implementation.
Strong communication, negotiation and problem-solving skills.
Ability to work across markets and time zones and take ownership in a fast-moving environment.

Preferred Qualifications

Experience in embedded insurance or property protection programs.
Experience managing international programs and partner relationships.
Experience implementing workflow automation, operational dashboards or claims management systems.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

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More about this job

Responsibilities

The Shield Program Lead will own the end-to-end operations, performance, and commercial relationships for the Guesty Shield program globally. This role involves managing the internal claims team, driving program profitability, and implementing process improvements to ensure high-quality service delivery.

Requirements

Candidates must have at least 5 years of experience in program management, insurance, or operations, with specific expertise in the short-term rental industry. Proven ability to lead operational teams, manage commercial partnerships, and utilize data for decision-making is essential.

Skills

Program Management
Insurance Operations
Claims Management
Team Leadership
Commercial Negotiation
Customer Retention
Short-term Rental Industry
Operational Efficiency
Data Analysis
Process Improvement
Stakeholder Management
Risk Management
Workflow Automation
Performance Management
Strategic Planning

Visa sponsorship

Not detected in the job text

Keywords

Guesty Shield
Short-term Rental
Vacation Rental
Insurance
Claims Processing
Program Management
Operational Controls
Customer Success
Churn Reduction
Commercial Partnerships
Profitability Analysis
Automation
Service Level Agreements
Property Management
Risk Mitigation
Cross-functional Leadership
Hospitality Technology
Embedded Insurance
Performance Metrics
Quality Assurance

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