Case Study: Resolving Complex Property Damage Claims at Scale
Context
A global short-term rental platform faced a growing volume of complex property damage disputes between hosts and guests. These cases were high-emotion, evidence-heavy, and tightly constrained by policy, requiring fast yet defensible decisions to maintain platform trust.
My Role
I owned end-to-end resolution of damage claims, acting as the central decision-maker between hosts, guests, internal policy, and operational constraints.
My responsibility was to evaluate evidence, apply policy consistently, communicate decisions clearly, and close cases within strict time and quality targets.
Process
Intake & Scoping – Reviewed claim details, timelines, and eligibility criteria.
Evidence Assessment – Analyzed photos, invoices, usage context, and wear-vs-damage indicators.
Decision Logic – Applied policy rules while balancing fairness, precedent, and risk.
Stakeholder Communication – Delivered clear, empathetic, and firm explanations to all parties.
Closure & Documentation – Finalized outcomes, logged rationale, and ensured audit readiness.
Impact
Resolved high-stakes disputes efficiently without policy escalation
Reduced back-and-forth through clear decision framing
Protected host trust while maintaining platform standards
Consistently met performance metrics for speed and accuracy
Skills Demonstrated
Project-style case ownership
Structured decision-making under constraints
Risk assessment and policy interpretation
Stakeholder communication and conflict resolution
Operational efficiency and quality control
Why This Matters
This work sharpened my ability to operate inside complex systems, make defensible decisions with imperfect information, and move work to resolution without unnecessary friction — skills directly transferable to project management, operations, and systems-building roles.
Note on Privacy
All company names, tools, and identifiers have been intentionally anonymized. This case study focuses on process, thinking, and outcomes rather than proprietary details.
🧩 Large-Scale Trust & Safety Claims Operations
Project descriptions are anonymized and generalized to respect confidentiality obligations.
Handled complex, high-stakes damage and liability claims within a global trust & safety operation, operating under strict accuracy, compliance, and resolution-time standards. End-to-end ownership of complex, high-risk dispute resolution at scale.
