Associate Business Manager

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

Overview

We are passionate about what we do, the services we provide, and the clients we serve. If you are seeking an opportunity to join a company that values collaboration, innovation, and dedication, this role is an excellent fit. The role leads part of a larger Resolution Center (RC) team or operates independently, focusing on case and personnel management to maximize efficiency and profitability while supporting the manager with day‑to‑day RC operations.

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, identify business opportunities, and serve as a JAMS representative at local networking events.
• Maintain effective communication with clients and support the business development of panelists’ practices.
• Provide performance feedback, conduct formal reviews, and foster associate development to deliver exceptional client service.
• Partner with HR for hiring, training, onboarding, performance management, and ongoing support of associates.
• Articulate, train, and enforce JAMS policies and procedures, including documentation, financial policies, and JAMSware use.
• Coordinate with Facilities and Finance on upgrades, renovations, billing issues, and other operational matters.
• Manage client and panelist service by reviewing feedback, identifying trends, and solving issues that impact engagement.
• Establish strong relationships with key clients and ensure new panelists feel welcomed and oriented.
• Other duties as assigned within a similar scope.

Qualifications

• Bachelor’s Degree in a related field (Required).
• 3–5 years of legal services, legal department, or law firm experience (Required).
• Internal candidates: at least two years as an ADR Specialist or Senior Case Manager with proven leadership and strong performance (Preferred).
• Excellent understanding of case management processes, court processes, legal terminology, and ADR options including complex arbitration, mediation, and court reference matters (Required).
• Proficiency in budgeting, success measurement, expense management, A/R percentages, and their impact on business performance (Preferred).
• Strong client satisfaction assessment skills and ability to develop strategies to enhance client relationships and retention (Preferred).
• Capability to support strategic solutions that improve client relations and service (Preferred).
• Knowledge of local market, legal community, and business trends (Preferred).
• Computer literacy and proficiency in required technology and software programs (Required).
• Excellent organization, prioritization, and multitasking skills in a fast-paced environment (Required).
• High level of verbal and written communication skills (Required).
• Conflict management skills in a direct, solution-oriented manner (Required).
• Experience operating Zoom and multimedia support equipment (Preferred).
• Ability to troubleshoot technical issues with remote IT support (Preferred).
• Occasional travel of up to 10% regionally and nationally.