Mediation Services Manager

AULT ELECTRIC CO., INC.; Tacoma (WA); Hybrid; USD 39,000 - 47,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) retirement

Paid time off

Paid holidays

Training opportunities

Job summary

Center for Dialog & Resolution (CDR) in Tacoma, WA seeks a Mediation Services Manager to lead and grow our mediation programs. This is a leadership role for someone who values service, collaboration, and constructive dialogue.

The ideal candidate has 5+ years in case management or escalated customer service, supervisory experience, and proficiency with Microsoft Office 365 and Zoom. This full-time, non-exempt role offers benefits, 15 PTO days, holidays, and potential hybrid work after 30 days.

Qualifications

• 5+ years’ professional-level experience in case management and/or escalated customer service requests.

Responsibilities

• Manage Mediation Services Program: planning, caseloads, supervision, and coordinator of volunteers.
• Collaborate in developing program goals, objectives and policies with a focus on court and legal community relations.
• Lead with a people-first approach, ensure inclusive and professional service delivery.
• Supervise staff (2 FT) and co-lead volunteers with Mediator Manager.

Skills

Staff supervision

Relationship-building

Communication

Empathy impartiality

Customer service

Data accuracy

Organization

Critical thinking

Collaboration

Education

High school diploma or GED

Bachelor’s degree preferred

Certified Mediator or eligible

Tools

Microsoft Office 365

Zoom

Job description

Center for Dialog & Resolution (CDR) is seeking a Mediation Services Manager to help guide and grow our mediation services. This is a leadership role for someone who values service, collaboration, and the power of dialogue to support people facing conflict. We welcome candidates with experience in mediation, facilitation, nonprofit programs, or related fields who are ready to contribute to community-centered work.

Why this role matters:

This position sits at the heart of CDR’s mission. It supports people and communities during difficult moments, creates pathways for understanding and ensures mediation services are responsive, accessible and grounded in care. The work matters because it helps people resolve conflict, strengthens relationships, and builds healthier, more resilient communities.

CDR is an independent non-profit 501(c)(3) mediation service provider, training center, and consulting service in downtown Tacoma, Washington. We believe collaboration and consensus-buildinglead to lasting resolution of conflicts. Our trauma-informed approach reflects their commitment to improving equity, inclusion, and diversity in the community through their services. Our core values of impartiality, excellence, respect, empowerment, and continuous learning serve as the foundation for all aspects of their work. To find out more about Center for Dialog & Resolution, please visit - centerforresolution.org

The primary responsibility of this position is to manage the Mediation Services Program including planning program work, assigning caseloads, supervising staff, and coordinating the activities of the program and volunteer mediators. This role also collaborates in the development of overall program goals, objectives, and policies with a strong emphasis on relationship-building within the court and legal community. As a people-first organization, all staff are expected to maintain an inclusive, personable, welcoming, and professional climate for staff, volunteers, clients, and community by serving as positive role models and leaders in the delivery of our services.

The ideal candidate is an experienced manager who can step into the role with confidence and compassion, oversee case progress with high standard of service, communicate effectively with staff and with judges, attorneys, and community partners, and demonstrate excellent judgment. This adaptable, collaborative, people-first communicator will embrace and implement CDR’s mission in all aspects of the work.

This position reports to the Associate Director, supervises two full-time staff, and co-leads our volunteers with the Mediator Manager.

The Center for Dialog & Resolution is seeking candidates with:

• A high school diploma or GED and 5+years’ professional-level experience in case management and/or escalated customer service requests. A Bachelor’s degree is preferred, along with Certified Mediator status or current Mediator-in-Training or the ability to obtain within 6 months of hire.
• Experience in supervising staff and providing timely and appropriate feedback or evaluation.
• Demonstrated ability with participation in providing outreach or educational events, presentations, or trainings.
• Demonstrated ability to provide quality customer service while maintaining a consistent, courteous, and professional demeanor with people experiencing conflict.
• Strong communication and listening skills; ability to provide empathy while remaining impartial.
• Proficient in database usage regarding correctly recording information, managing relationships, identifying trends, sorting, and retrieving data, and regularly checking data accuracy.
• Experience in Microsoft Office 365 (Word, Excel, PowerPoint, SharePoint, OneNote, Teams, and Outlook). Advanced proficiency in using zoom functions for meeting and event management. Proficiency in common self-help IT issues and problem-solving.
• Strong organization skills, attention to detail with excellent follow-through, and critical thinking skills.
• Preferred experience in Conflict Resolution and/or conflict resolution setting and non-profit sector.
• Preferred experience working with or within court or legal systems.
• Preferred familiarity with local community service organizations/resources.

CDR provides medical, dental, vision, basic coverage for life/AD&D, 2% employer retirement contributions, 15 PTO days off per year with 12 paid holidays, paid trainings, and more!

This is a full-time, non-exempt position with an hourly range of $28-34 an hour. This is an in-office position in downtown Tacoma, WA, with occasional evening and weekend work needed and has the opportunity for some hybrid work from home after 30 days.