Manager ADR Services

American Arbitration Association; Miami (FL); Hybrid; USD 73,000 - 78,000; Full time

Job summary

The American Arbitration Association (AAA) seeks a highly organized Manager of ADR Services to lead arbitration and mediation case administration. The role includes supervising a team, serving as the primary liaison with parties and neutrals, and ensuring AAA rules are followed.

A strong background in ADR processes and leadership is essential. The position offers a hybrid work arrangement for candidates near AAA offices.

Qualifications

• 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.

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).
• Supervises case administrators; conducts interviews, hiring, training, and performance reviews.
• Conducts administrative conference calls; facilitates preliminary hearing conferences and promotes AAA services.
• Ensures confidentiality of case information and adherence to data privacy policies.

Skills

Leadership

Customer service management

Communication

Education

Bachelor’s degree in business-related discipline

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Pay Range:

• Charlotte, NC | Miami, FL | San Antonio, TX: $73,000 - $78,000
• Atlanta, GA | Buffalo, NY | Dallas, TX: $77,000 - $82,000
• Houston, TX | Johnston, RI | Minneapolis, MN: $79,000 - $83,000
• Chicago, IL | Philadelphia, PA | Voorhees, NJ: $82,000 - $87,000
• Boston, MA: $86,000 - $91,000
• New York, NY: $91,000 - $97,000

OVERVIEW

The American Arbitration Association (AAA) seeks a highly organized and experienced Manager of ADR Services to lead arbitration and mediation case administration and supervise a team of Case Administrators. In this role, you will manage a dynamic caseload, serve as the primary liaison with parties and neutrals, and ensure consistent application of AAA’s rules and procedures. Responsibilities include training staff, leading conference calls and preliminary hearings, identifying and resolving case management issues, and ensuring adherence to confidentiality and data security standards. The ideal candidate will possess strong analytical, communication, and leadership skills along with a solid foundation in ADR processes.

Work Environment

This position offers a hybrid work arrangement if the successful candidate lives within 125 miles of an AAA office. Candidates must reside at a U.S. location and compensation will be determined based on geographic location.

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.

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 we value diversity in our workplace. We consider 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.