Damage Resolution Manager

Colonial Group; Edmonton; On-site; CAD 75,000 - 105,000; Full time

Benefits offered by this job

Competitive wages

Flexible benefits

RRSP matching

50% off rentals

Learning and growth opportunities

Paid vacation

Thrive wellness program

Rewards and recognition

Job summary

Driving Force Group of Companies is seeking a Damage Resolution Manager to lead end-to-end chargeback processes, ensure SOPs and SLAs, and review escalated disputes with accurate documentation. The role focuses on building a high-performing team and delivering clear insights to senior leadership.

The position requires 3+ years of management experience in a customer-facing setting, preferably in automotive/rental, with strong communication and problem-solving skills.

Qualifications

• 3+ years of management experience leading customer-facing teams.
• Experience in automotive or rental industries is an asset.
• Proven ability to manage process-driven operations with hard deadlines.
• Excellent written and verbal communication across departments.

Responsibilities

• Lead the damage resolution function end-to-end, overseeing the chargeback process, SOPs, SLAs, and fair documentation.
• Develop, monitor, and present monthly KPI and operational performance reports to the Director.
• Build and develop a high-performing team through coaching, training, and performance management.
• Facilitate monthly cross-functional meetings to resolve workflow issues and improve turnaround times.
• Identify system enhancement opportunities and champion continuous improvement across operations.

Skills

Management experience

Customer-facing teams

Conflict resolution

Communication skills

Cross-functional collaboration

Education

Business Administration

Job description

The Driving Force Group of Companies is a network of world-class transportation and fleet management solutions companies. We're proud to be an Alberta success story that began in a rented office above a small service station. With a can-do attitude and people-first culture, we've grown into an industry leader, operating across Canada, spanning over 40 locations with over 600+ employees.

We are currently looking for a Damage Resolution Manager to join our Fleet Solutions team.

What Moves You:

• 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.

What You'll Do:

• 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.

What You'll Bring:

• 3+ years of management experience leading customer-facing teams, combined with 3 to 5 years of experience in the automotive industry. Chargeback experience in the rental space is a significant asset and will set you apart.
• A proven ability to manage complex, process-driven operations with hard deadlines including SOP oversight, SLA compliance, KPI reporting, and the coordination of multiple stakeholder groups simultaneously.
• Effective conflict resolution skills and the ability to handle challenging conversations with customers and colleagues. You approach difficult situations with professionalism, empathy, and a clear focus on fair outcomes.
• Exceptional written and verbal communication skills, with the ability to communicate clearly across departments, present to senior leadership, and keep a geographically dispersed team aligned and accountable.
• Post-secondary education in Business Administration or a related field, a valid driver's license with an acceptable abstract, and the understanding that due to the fiduciary nature of this role, a pre-hire criminal security clearance and credit check will be required.

What We Offer:

• Competitive wages and flexible benefits.
• Our company RRSP matching program.
• 50% off rentals at any of our Driving Force locations.
• Learning and growth opportunities.
• Paid vacation and wellness time.
• We support your wellbeing through our Thrive wellness program.
• We 'Celebrate Great' through our rewards and recognition programs.

The Driving Force Groups of Companies values diversity and is committed to providing equal opportunities in the workplace. We invite applicants from qualified individuals of all backgrounds. While we welcome all interested candidates, only those selected for an interview will receive further communication.

If you require accommodation during any part of the recruitment process, please let us know.

Final candidates will be required to undergo a security screening. This may include a driver abstract, criminal history check, reference checks and/or credit check.