Director of ADR Services

About the role

The Director of ADR Services is responsible for driving business development in the assigned region, promoting dispute resolution services, and managing the administration of arbitration and mediation cases.

Responsibilities

• Proactively identify and pursue opportunities to grow the organization's ADR services business;
• Develop business plans and pitches to potential clients;
• Play a vital role in the regional legal, business, and ADR communities, focusing on being a resource to facilitate dispute resolution and promote the use of AAA's ADR services;
• Build and maintain strong relationships with clients, prospects, and industry partners;
• Develop and deliver engaging presentations to various stakeholder groups, effectively communicating the organization's value proposition;
• Analyze needs, problems, and trends of users, as well as the quality of service delivered, by pulling relevant metrics from CRM systems, case management systems, business intelligence dashboards and feedback/survey responses;
• Respond to inquiries regarding AAA's ADR services promptly;
• Help recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participate in panel member reviews based on caseloads and needs;
• Review and track trends regarding the regional markets and key sectors where AAA provides services;
• Assist with arbitrator training programs, education programs/conferences, and elections as necessary;
• Demonstrate regular, reliable, and predictable job attendance;
• Attend on-site and in-person hearings, meetings, and training sessions;
• Serve as the primary case management contact for parties and mediators on assigned cases;
• Make decisions on case issues in consultation with the VP;
• Manage assigned cases and ensure information is entered and maintained in the case management system;
• Make case-related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion;
• Advisory arbitrators on procedural hearing management and related issues;
• Participate in hearings/conferences and provide feedback and recommendations to the VP to maintain or improve the quality and delivery of services;
• Collaborate with colleagues across divisions and departments in scheduling and management of hearing facilities and event space;
• Ensure confidentiality of case information and records; adhere to information security and data privacy policies.

Qualifications

• Bachelor's degree required in business, legal, or related discipline (advanced degree preferred); 3-5 years of related work experience in a business development role, preferably in the Legal Services field; or an equivalent combination of education and work experience.
• Proven track record of identifying, pursuing and closing new business opportunities.
• Adept at building and managing client relationships.
• Strategic thinker with strong sales and negotiation abilities.
• Strong presentation and communications skills (written and verbal).
• Ability to read and interpret case filings, read and interpret budgets and financial reports, read and interpret business correspondence, and procedure manuals.
• Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
• Ability to travel periodically (20%) to clients, training events, and other AAA offices and conferences.

Benefits

The position offers 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.