Manager of ADR Services

American Arbitration Association • Boston, MA

393d • $71,000 - $73,500

About The Position

The Manager of ADR Services will lead a team responsible for administering arbitration and mediation mass arbitration cases. This role involves direct communication with parties, arbitrators, and mediators, ensuring effective case management while maintaining confidentiality and neutrality. 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.
• 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 communicate effectively with customers, arbitrators, and mediators.

Nice To Haves

• Experience in arbitration or mediation services.
• Familiarity with AAA's rules and procedures.
• Strong problem-solving skills.
• Ability to develop client relationships.

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 information security policies.
• Manage the ADR process effectively, ensuring deadlines are met and roadblocks are resolved.
• Review newly assigned cases and contact filing parties to resolve deficiencies.
• 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 services.
• Collaborate with colleagues on client service and trends in the ADR industry.
• 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: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree