Manager of ADR Services

About the role

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

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.

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.
• Reviews newly assigned cases and contacts 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.

Requirements

• 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.
• Intermediate proficiency with Microsoft Word, Excel, Outlook, and online case management systems.

Benefits

• Comprehensive benefits program including medical, dental, orthodontia, and vision coverage.
• Student loan repayment assistance.
• 403(b) retirement plan with substantial company match.
• Discounted pet insurance.
• Generous paid-time-off benefits.

Pay

$75,000 - $80,000 annual salary plus 10% incentive opportunity.

Schedule

Hybrid work arrangement.