Director of ADR Operations

The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [email protected].

Description

Named one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

The successful applicant will have a hybrid work arrangement, but must reside within a 125-mile radius of their assigned AAA office location. The starting salary range for the position is based upon location. This role is eligible for an annual incentive opportunity targeting up to 10% of the base salary.

• Atlanta, GA - $88,500 - $94,000
• Boston, MA - $98,000 - $104,000
• Buffalo, NY - $88,500 - $94,000
• Charlotte, NC - $84,000 - $88,900
• Chicago, IL - $94,400 - $100,000
• Dallas, TX - $88,500 - $94,000
• Denver, CO - $94,400 - $100,000
• Fresno, CA - $88,500 - $94,000
• Johnston, RI - $90,000 - $95,500
• Los Angeles, CA - $98,000 - $104,000
• Minneapolis, MN - $90,000 - $95,500
• Miami, FL - $84,000 - $88,900
• New York, NY - $104,000 - $111,000
• Philadelphia, PA - $94,400 - $100,000
• San Antonio, TX - $84,000 - $88,900
• San Francisco, CA - $104,000 - $111,000
  
  

Summary

The Director of ADR Operations assists in managing the division's caseload and serves in a leadership capacity for the case management staff; ensures appropriate resources are utilized to provide high-level customer service and support strategic plans. Assesses skillset of case management staff to assist management in ensuring they are in the most suitable roles.

Essential Functions

• Serves as primary contact with parties, representatives, arbitrators, and mediators on assigned cases; consults with management as needed.
• Manages arbitration and mediation cases; ensures information is entered and maintained in online case management system (PRISM); applies knowledge of AAA rules and procedures.
• Assists management with case administration; ensures alternative dispute resolution process is managed effectively by meeting deadlines, enforcing timelines, maintaining neutrality, and proactively resolving potential issues.
• Supervises Managers/other employees in accordance with AAA policies and applicable laws, including interviewing, hiring, training, assigning work, evaluating performance, and addressing complaints.
• Proactively informs Operational leadership of performance concerns of direct reports; provides coverage for other directors or managers, as needed.
• Ensures confidentiality of case information; adheres to information security and data privacy policies and practices.
• Performs review of case management inquiries; utilizes resources to independently assess and resolve administrative determinations.
• Review newly assigned cases and contact filing parties to resolve deficiencies.
• Serves as first-line backup to Operations AVPs/VPs in matters pertaining to case management operations.
• Provides feedback on corporate initiatives; assists in preparing and monitoring budgets.
• Communicates with Legal Department on Litigation Hold issues; maintains updated records.
• Provides oversight for case programs and AAA staff; develops quality control measures; encourages use of mediation.
• Demonstrates regular, reliable attendance; attends on-site meetings and training sessions.
  
  

Additional Responsibilities

Directly supervises Manager of ADR Services. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education And Experience

• Bachelor's degree in business, legal studies, or related field; advanced degree preferred.
• Minimum of 5 years of relevant experience in comprehensive customer service management, preferably in a law office or judicial industry setting.
• Minimum of 2 years of experience in a leadership or supervisory role.
• An equivalent combination of education and experience may be considered.
  
  

Knowledge, Skills, & Abilities

• Knowledge of legal terminology, court procedures, and alternative dispute resolution processes.
• Excellent verbal and written communication skills, with the ability to effectively interact with a diverse range of stakeholders.
• Strong analytical and problem-solving skills, with attention to detail and accuracy.
• Proven ability to lead, motivate, and manage a team in a fast-paced environment.
• Proficient in Microsoft Office Suite and case management systems, databases, and other relevant software; quickly learns and adapts to new technologies, including but not limited to AI-related technology.
  
  

The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.