Operations & Case Management Lead

JAMS; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

JAMS in San Francisco seeks a senior ADR/Case Management leader to oversee a team handling arbitration process and panel management. You will guide associates, collaborate with panelists, and drive client satisfaction while supporting HR, facilities, and finance on day-to-day operations.

This role emphasizes leadership, ADR expertise, and strong communication to enhance client relations and service delivery across the Resolution Center. Some travel is required.

Qualifications

• Bachelor’s degree in a related field required.
• At least 3–5 years in legal services, legal department or law firm experience.
• Proven leadership ability in ADR or senior case management roles.
• Experience with budgeting, expense management, and revenue-related metrics.
• Understanding of ADR options including arbitration, mediation, and court references.
• Strong communication skills and client service orientation.

Responsibilities

• Oversee case management of assigned associates and SME in arbitration processes.
• Collaborate with panelists to manage ADR practices and panelist lists.
• Lead performance reviews, coaching, and development of associates.
• Partner with HR on hiring, training, and onboarding new associates.
• Ensure adherence to JAMS policies and use of JAMSware across resolution services.
• Coordinate with Facilities and Finance on operations and billing matters.
• Maintain relationships with clients and panelists and identify opportunities.
• Travel up to 10% regionally/nationally.

Skills

Leadership

Budgeting

Client relationship

Performance management

Verbal and written communication

Team coaching

Conflict resolution

Event networking

AR/ADR processes

Problem solving

Education

Bachelor's degree in a related field

Tools

JAMSware

Zoom

Creston

HDMI/AV setup

Job description

JAMS in San Francisco seeks a senior ADR/Case Management leader to oversee a team handling arbitration process and panel management. You will guide associates, collaborate with panelists, and drive client satisfaction while supporting HR, facilities, and finance on day-to-day operations.

This role emphasizes leadership, ADR expertise, and strong communication to enhance client relations and service delivery across the Resolution Center. Some travel is required.