Manager of ADR Services

American Arbitration Association; United States; Hybrid; USD 75,000 - 80,000; Full time

Benefits offered by this job

Medical

Dental

Orthodontia

Vision coverage

Student loan repayment

403(b) retirement plan with company 25

Discounted pet insurance

Generous paid time off

Job summary

The American Arbitration Association is seeking a Manager of ADR Services to lead arbitration and mediation case administration and supervise a team of case administrators. This hybrid role combines on-site collaboration with flexible work arrangements to deliver efficient dispute resolution services.

You will manage case workflows, ensure accurate data entry, and uphold AAA procedures while fostering client relationships and maintaining high professional standards across regions.

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.
• or an equivalent combination of education and work experience

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.

Skills

Leadership

Supervisory experience

Customer service management

Education

Bachelor's degree in a business-related discipline

Tools

Microsoft Word

Excel

Outlook

Online case management systems

Job description

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

Overview 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.

Work Arrangement: Hybrid 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
• 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.

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.