Manager of ADR Services

Overview

Join our dedicated team as the Manager of ADR Services! Be at the forefront of administering arbitration and mediation mass arbitration cases while leading a team of skilled case administrators.

The successful applicant will have a hybrid work arrangement, and this position's starting base annual salary equivalent is based on location, plus an annual incentive opportunity targeting up to 10% of the base salary.

Annual Salary Ranges (based on location):

San Antonio,TX: $71,000- $73,500

Atlanta,GA I Fresno,CA I Dallas,TX: $75,000-$78,000

Johnston, RI I Houston, TX I Minneapolis, MN: $76,000-$79,000

Los Angeles, CA: $82,000-$86,000

New York, NY I San Francisco, CA: $86,000-$90,000

Named one of the 50 best non-profits 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, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

Responsibilities

• Serves as primary contact with parties, party representatives, arbitrators, and mediators on assigned cases; consults with management as needed.
• Manages arbitration and mediation cases; ensures information is entered and maintained in an online case management system (PRISM); utilizes discretion and independent judgment by applying high-level knowledge and understanding of the AAA's rules and procedures on assigned cases.
• Supervises case administrators; carries out supervisory responsibilities in accordance with the AAA's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Conducts administrative conference calls; facilitates and proactively participates in preliminary hearing conferences fostering and promoting the AAA brand of services; and is a resource for clients and arbitrators.
• Ensures confidentiality of case information and records; adheres to the AAA's information security and data privacy policies, procedures, and practices.
• Ensures the ADR process is managed effectively, deadlines are met, neutrality is maintained during client interactions, and roadblocks are identified and resolved.
• Review newly assigned cases and contact the filing party to resolve deficient filings.
• Resolves case-related issues; escalates matters to management as appropriate.
• Advises panelists on procedural hearing management, jurisdiction, and related issues and assists in monitoring panelists' case management skills.
• Develops and sustains client relationships to ensure trust and respect for AAA and its services.
• Collaborates with colleagues in case management centers and regional offices on client service and trends in the ADR industry.
• Provides feedback to management and regional colleagues regarding interaction with arbitrators and mediators.
• Demonstrates regular, reliable, and predictable job attendance.
• Attends on-site and in-person meetings and training sessions.
  
  

Qualifications

Education & Experience: Bachelor's degree in a business-related discipline; 1-2 years of experience in a leadership or supervisory role; 4-6 years of experience in comprehensive customer service management in a law office or judicial industry; or an equivalent combination of education and work experience.

Language Skills: Ability to read and interpret documents such as legal files, business correspondence, and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators, or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts, and graphs.

Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and online case management systems.

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.