Damage Resolution Manager

You find genuine satisfaction in bringing consistency, structure, and fairness to a complex operational function, and take pride in knowing that the decisions made on your watch are well-documented, defensible, and right.

You lean into difficult conversations rather than away from them. Resolving escalated disputes and delivering hard decisions to customers are things you do with confidence and composure.

You're energized by leading people through complexity.

You believe that getting the details right matters. Accurate files, consistent processes, and timely resolution aren't just administrative tasks to you, they're the foundation of a function that people can trust.

You're comfortable leading meetings, aligning departments, and being the person that branches, claims teams, and maintenance teams all know they can count on to move things forward.

Lead the damage resolution function end-to-end — overseeing the chargeback process, ensuring SOPs and SLAs are consistently followed, and reviewing escalated disputes to ensure every decision is fair, accurate, and supported by the right documentation.

Develop, monitor, and present monthly KPI and operational performance reports to the Director, translating chargeback activity, LDW trends, and resolution metrics into clear insights and actionable recommendations.

Build and develop a high-performing team through regular coaching, one-on-ones, training, and performance management — while scheduling shifts and ensuring time zone coverage is in place across the function.

Facilitate monthly cross-functional meetings with branches, the Claims Department, and the Fleet Central Maintenance team to align on outstanding items, resolve workflow issues, identify trends, and continuously improve turnaround times and accuracy.

Identify and communicate system enhancement opportunities and operational gaps, championing continuous improvement across the damage resolution process and the broader Fleet Central operation.