Manager ADR Services

American Arbitration Association; United States; Hybrid; USD 80,000 - 97,000; Full time

Benefits offered by this job

Medical

Dental

Vision coverage

401(k) plan with match

Student loan repayment

Generous paid time off

Job summary

The American Arbitration Association seeks a highly organized Manager of ADR Services to lead arbitration and mediation case administration and supervise a team of Case Administrators.

You will manage a dynamic caseload, serve as liaison with parties and neutrals, and ensure AAA rules and procedures are applied consistently. Strong leadership and ADR knowledge are essential.

Qualifications

• Bachelor's degree in a business-related discipline with leadership experience.
• 4–6 years of customer service management in a law office or judicial setting.
• Equivalent education and work experience considered.

Responsibilities

• Serve as primary contact with parties, arbitrators, and mediators on assigned cases.
• Manage arbitration and mediation cases and maintain information in PRISM.
• Supervise case administrators and conduct staff training.
• Interview, hire, and train employees; plan and direct work; evaluate performance.
• Facilitate conference calls and preliminary hearings to promote AAA services.
• Ensure confidentiality and comply with data privacy policies.

Skills

Leadership

Customer service management

Analytical skills

Education

Bachelor's degree in a business-related discipline

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Case management software

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.

Benefits

• medical
• dental
• orthodontia
• vision coverage
• student loan repayment
• 403(b) retirement plan with substantial company match
• discounted pet insurance
• generous paid-time-off benefits
• health coverage
• 403(b) with strong employer contributions
• student loan assistance
• generous paid time off

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.

Thank you for your interest in a career with the American Arbitration Association.

The American Arbitration Association (AAA) and its global division, the International Centre for Dispute Resolution (ICDR), are global leaders in arbitration, mediation, and online dispute resolution. For over a century, we have helped resolve complex disputes with fairness, efficiency, and integrity — earning the trust of businesses, organizations, and individuals worldwide. Today, we are transforming how disputes are resolved. As a digital-first, solutions-driven organization, we are integrating advanced technology, data, and AI-enabled tools to improve speed, accessibility, and the overall user experience. Our culture is grounded in purpose, innovation, and continuous improvement. We are proud to be recognized as a best-in-class employer, offering meaningful careers where employees can grow, collaborate, and make a measurable impact. Our comprehensive benefits include health coverage, a 403(b) with strong employer contributions, student loan assistance, and generous paid time off — supporting both professional success and personal well-being.