Senior Manager, Dispute Resolution Operations

BBB National Programs Inc•Mclean, VA

13h•Onsite

About The Position

This position requires on-site presence in McLean, VA 4-5 days a week. WHO WE ARE We are a non-profit organization dedicated to fostering a more accountable and trustworthy marketplace. As the foremost thought leader on industry self-regulation, we are shaping the way that businesses and consumers interact with one another. As the home of U.S. independent industry self-regulation, we are currently operating more than twenty globally recognized programs that have been helping enhance consumer trust in business for more than 50 years. Our programs provide third-party accountability and dispute resolution services that address existing and emerging industry issues, create a fairer playing field for businesses, and better experience for consumers. We continue to evolve our work and grow our impact by providing business guidance and fostering best practices in areas such as advertising, child-and-teen-directed marketing, data privacy, dispute resolution, automobile warranty, technology, and emerging areas. ABOUT OUR DISPUTE RESOLUTION PROGRAMS Our Dispute Resolution programs help businesses design and implement mediation and arbitration services, tailored to regulatory requirements of the business, and meet federal and state regulatory requirements. For over 40 years, our trusted and impartial processes have been used by many businesses needing a dispute resolution mechanism to resolve their customer disputes efficiently and fairly. Our out-of-court services are offered in two major sectors: automotive and class actions and include programs such as BBB AUTO LINE mediation/arbitration, class action arbitration, Terms of Service (ToS), and continue to expand into new areas. YOUR IMPACT As Senior Manager, Dispute Resolution Operations, you will serve as the primary operational leader responsible for ensuring the effective execution and continued evolution of our dispute resolution programs. You will lead operations through a structured team model, maintaining visibility into performance across intake, case management, and support functions. This role serves as the central point of coordination across Operations, Policy & Compliance, and Training & Development, ensuring workflows are aligned, risks are identified early, and issues are resolved without unnecessary escalation. You will partner closely with leadership to address capacity, performance, and workflow challenges, while helping to build a sustainable and scalable operational model. You will champion the thoughtful use of AI and emerging technologies to identify opportunities that increase operational efficiency, improve output, and enhance the overall effectiveness of dispute resolution workflows. This is not a traditional contact center environment; the role operates within a quasi-adjudicative framework requiring strong judgement, process discipline, and ability to manage complex, case-based workflows.

Requirements

Bachelor’s degree in business and/or equivalent work experience
7+ years leading operations in a high volume, process-driven environment in a contact center and/or customer service environment
Proven ability to lead through others, including supervisors and/or team leads
Strong analytical and problem-solving skills, with the ability to interpret data and drive decisions
Experience managing performance through KPIs and operational metrics
Ability to maintain visibility into operations and proactively communicate risk trend and performance insight
Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels within the organization
Experience leading, coaching, and developing teams
Proficiency with CRM systems and operational tools

Nice To Haves

Experience in dispute resolution, arbitration, or mediation programs
Experience with contact center and workforce management environments
Experience with Microsoft Dynamics, Salesforce, or similar platforms
Exposure to business intelligence tools, reporting frameworks, or process automation
Fortune 500 contact center experience

Responsibilities

Lead the day-to-day operations of dispute resolution programs through front-line leadership (Operations Supervisor, Team Leads, Quality Assurance, and functional leads), ensuring effective execution across intake, case management, and support functions.
Maintain visibility into operational performance, ensuring cases progress within required timelines and program standards, and proactively addressing risks or bottlenecks.
Serve as the primary escalation point for complex, sensitive, or high impact operational issues.
Oversee reporting and post arbitration support functions, ensuring accountability, consistency, and performance improvements across the team.
Assess operational capacity and demand trends, ensuring the program is positioned to respond effectively to fluctuations in volume.
Partner with leadership to identify and implement solutions to workflow, capacity, and performance challenges.
Collaborate closely with Policy & Compliance and Training & Development leadership to ensure alignment across program requirements, workflows, and team performance.
Leverage data, reporting, and operational insights to identify trends, improve workflows, and support decision-making.
Support the evolution of reporting capabilities, including opportunities for business intelligence (BI), automation, and emerging technology.
Explore, evaluate, and support the responsible use of AI and emerging technologies to improve operational efficiency, strengthen workflow execution, and increase team output.
Partner with leadership and cross-functional teams to identify, pilot, and implement AI-enabled and other technology-driven process improvements that enhance scalability, reporting, and service delivery.
Lead and develop front-line leadership to strengthen team performance, accountability, and long-term program sustainability.
Manage sensitive investigations and escalate matter requiring sound judgment and discretion.

Benefits

Health & Welfare Benefits: You will be offered a comprehensive plan offering health, dental and vision plans, paid short-term disability insurance, and life insurance.
Financial Well-Being: Build your retirement savings with our 401k plan matching up to 7% of your contributions.
Time Off: You will have flexibility for the time you need off from work. We offer a variety of plans including vacation, personal, and wellness leave.
Wellness: We promote physical and mental wellness by providing a fully equipped on-site fitness center in our offices and an employee assistance program.
Environment: Our modern headquarters in McLean, VA, and our office in New York, NY provide space for creativity and collaboration, and the technology resources so you can be at your best. We believe that an inclusive workforce is a strength in fulfilling our mission.

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