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Added 15 mins ago
NR
Program Specialist
Niagara Region
ON · Niagara, ON
- Full-time
Reporting to the Manager of Planning, Evaluation, and Continuous Quality Improvement, this role leads the delivery of complex strategic initiatives in public health, with accountability for…
Added 15 mins ago
AH
Unit Manager - Acute Care
Alberta Health Services
Ponoka, AB
- Full-time
Ponoka Hospital and Care Centre is seeking a collaborative Acute Care Manager to oversee operations in a dynamic rural healthcare environment. Ponoka is a vibrant community in Central…
Added 15 mins ago
BV
CUSTOMER SERVICE ASSISTANT
Bureau Veritas | Marine & Offshore
AB · Edmonton, AB
- Full-time
Quality Control: Review file entry data to ensure accuracy
Added 45 mins ago
AH
Principal, Statistical Programmer
Alira Health
Toronto, ON
- Full-time
The Principal Statistical Programmer will support and lead statistical programming activities conducted on client clinical projects, including complex projects; producing high quality…
Added 1 hour ago
T
Freelance English into Traditional Chinese (Taiwan) Clinical Legal Translator
TransPerfect
Remote, Canada
- Contract
- Remote
Linguists are key players at TransPerfect. Your particular language skill and subject matter expertise will allow you to create and finalize the end product before it goes to the client.…
Added 1 hour ago
SD
Specialist, Patient Care
Shoppers Drug Mart Specialty Health Network
Mississauga, ON
- Full-time
…responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action oriented, tactful and…
Added 1 hour ago
SM
Research Assistant I Critical Care Research
St. Michael's Hospital
Toronto, ON
- Temporary
…Assistant I includes providing essential assistance, organizational and administrative support to research projects at a basic level. Tasks may include collecting and recording data through…
Added 1 hour ago
C
Consulting Manager-Scrum Master, Life Sciences w/ Manufacturing exp. Consulting
Cognizant
Halifax, NS
- Full-time
Lead and document business-process discovery with manufacturing, quality, engineering, and digital stakeholders.
Added 1 hour ago
Technical Services Manager
Rentokil Initial
Vancouver, BC
Develop Rentokil Specialist to be the most competent pest control specialist in the industry through in-field coaching and by utilizing current Rentokil programs, including a) Rentokil…
Added 1 hour ago
Technical Services Manager
Rentokil Initial
Surrey, BC
Develop Rentokil Specialist to be the most competent pest control specialist in the industry through in-field coaching and by utilizing current Rentokil programs, including a) Rentokil…
Added 2 hours ago
RB
Financing Specialist
Royal Bank of Canada
Langley (District), BC · LANGLEY, British Columbia
- Full-time
As a skilled financing specialist supporting a high performing commercial banking team with portfolio management and compliance support you will contribute to an exceptional client…
Added 2 hours ago
G
Shield Program Lead
Guesty
Canada
- Full-time
Commercial and analytical judgment, with the ability to use data to improve retention, profitability and service quality.
Added 2 hours ago
JG
Marketing Business Development Manager
Jupiter Global Bio-Research Inc.
AB · Edmonton, AB
- Full-time
Company Description Jupiter Global Bio-Research Inc. is part of a global network of quality research organizations with deep, specialized experience across pharmaceutical research. The…
Added 2 hours ago
RI
Technical Services Manager
Rentokil Initial
Surrey, BC
- Full-time
Develop Rentokil Specialist to be the most competent pest control specialist in the industry through in-field coaching and by utilizing current Rentokil programs, including a) Rentokil…
Added 2 hours ago
RI
Technical Services Manager
Rentokil Initial
Vancouver, BC
- Full-time
Develop Rentokil Specialist to be the most competent pest control specialist in the industry through in-field coaching and by utilizing current Rentokil programs, including a) Rentokil…
Added 2 hours ago
Documentation Specialist
GRIFOLS, S.A.
Mississauga, ON
Reports to: Quality Management System Manager
Added 2 hours ago
Deviation/CAPA Specialist
GRIFOLS, S.A.
Mississauga, ON
Monitor and trend quality data, deviations, CAPAs, and KPI results to identify recurring issues, emerging risks, and opportunities for process improvement.
Added 3 hours ago
ME
Senior Contract Administrator
Morson Edge (Canada)
Toronto, ON
- $60 to $75 CAD / hour
- Contract
Monitor assigned contracts and the respective progress, analyze internal data, prepare and provide status reports to management and project teams, as required.
Added 3 hours ago
HH
Saint John Patient Care Attendant 2 (3025) PCN 1257807
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Saint John, NB
- Part-time
Obtaining and recording patient data (weight, height, intake, output, vital signs)
Added 3 hours ago
SD
Specialist, Patient Care
Shoppers Drug Mart Specialty Health Network
Mississauga, ON
- Full-time
…responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action oriented, tactful and…
Added 3 hours ago
A
Impact - Senior Manager/Manager, Sustainability Reporting
Aritzia
Vancouver, BC
- Full-time
Aritzia is growing and our Impact Reporting team is growing with it. This is a unique opportunity to be part of the team responsible for embedding responsible practices throughout the…
Added 3 hours ago
O
Sr. Software Developer
OpenText
Richmond Hill, ON
- Full-time
Reduce technical debt and improve code quality.
Added 4 hours ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Terrace, BC
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 4 hours ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Terrace, BC
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 4 hours ago
OC
Repair Technician I
Olympus Corporation
Richmond Hill, ON
- Full-time
The Repair Technician I must understand and accept the responsibility to ensure the safety of all Olympus products that are repaired by strictly following established processes and…

Guesty

Shield Program Lead

Canada

Full-time

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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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