ADR Operations Lead: Case Management & Client Success

JAMS; San Francisco (CA); On-site; USD 95,000 - 125,000; Full time

Job summary

JAMS is seeking an ADR-focused Senior Case Manager to lead the case management of assigned associates, ensuring client and panelist expectations are met and operations run smoothly in a fast-paced environment.

You will collaborate with panelists to design and administer ADR practices, manage case files end-to-end, support HR with hiring and development, and travel up to 10% regionally and nationally.

Qualifications

• Bachelor’s Degree in a related field (Required).
• 3–5 years of legal services, legal department, or law firm experience (Required).
• Excellent understanding of case management processes and ADR options (Required).
• Strong budgeting and expense management awareness (Preferred).
• Excellent client satisfaction assessment skills (Preferred).

Responsibilities

• Oversee the case management of assigned associates to ensure client and panelist expectations are met.
• Manage the case management team to maintain high-quality file administration and act as a subject matter expert in arbitration processes.
• Collaborate with panelists to develop and administer ADR practices aligned with company goals, manage case files throughout the lifecycle, and support daily case management for all hearing types.
• Build professional relationships with clients to assess satisfaction and identify business opportunities.
• Maintain effective communication with clients and support business development of panelists’ practices.
• Provide performance feedback and foster associate development to deliver exceptional client service.
• Coordinate with HR for hiring, training, onboarding, and ongoing support of associates.

Skills

Leadership

Client relations

Communication

Organization

Conflict management

Education

Bachelor's Degree in a related field

Tools

Zoom

Job description

JAMS is seeking an ADR-focused Senior Case Manager to lead the case management of assigned associates, ensuring client and panelist expectations are met and operations run smoothly in a fast-paced environment.

You will collaborate with panelists to design and administer ADR practices, manage case files end-to-end, support HR with hiring and development, and travel up to 10% regionally and nationally.