Manager of ADR Services

American Arbitration Association • Johnston, RI

387d • $71,000 - $73,500

About The Position

The Manager of ADR Services will lead a team of case administrators in managing arbitration and mediation cases, ensuring effective administration and adherence to AAA's rules and procedures. This role involves direct communication with parties and arbitrators, overseeing case management, and maintaining confidentiality and neutrality throughout the ADR process. The position offers a hybrid work arrangement and includes a competitive salary with an annual incentive opportunity.

Requirements

• 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 equivalent combination of education and work experience.
• Intermediate proficiency with Microsoft Word, Excel, Outlook, and online case management systems.
• Ability to read and interpret legal documents and business correspondence.
• Ability to write routine reports and business correspondence.
• Ability to speak effectively to customers, arbitrators, mediators, or employees.

Nice To Haves

• Experience in arbitration or mediation services.
• Familiarity with legal terminology and procedures.

Responsibilities

• Serve as primary contact with parties, party representatives, arbitrators, and mediators on assigned cases.
• Manage arbitration and mediation cases, ensuring information is entered and maintained in an online case management system (PRISM).
• Supervise case administrators, including interviewing, hiring, training, and performance appraisal.
• Conduct administrative conference calls and facilitate preliminary hearing conferences.
• Ensure confidentiality of case information and adhere to AAA's information security policies.
• Manage the ADR process effectively, ensuring deadlines are met and neutrality is maintained.
• Review newly assigned cases and resolve deficient filings by contacting the filing party.
• Resolve case-related issues and escalate matters to management as appropriate.
• Advise panelists on procedural hearing management and assist in monitoring their case management skills.
• Develop and sustain client relationships to ensure trust in AAA's services.
• Collaborate with colleagues in case management centers and regional offices on client service and industry trends.
• Provide feedback to management regarding interactions with arbitrators and mediators.
• Demonstrate regular, reliable, and predictable job attendance.
• Attend on-site and in-person meetings and training sessions.

Benefits

• Medical, dental, orthodontia, and vision coverage.
• Student loan repayment assistance.
• 403(b) retirement plan with substantial company match.
• Discounted pet insurance.
• Generous paid-time-off benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree