Manager of ADR Services - American Arbitration Association Inc.
Johnston, RI 02919
About the Job
Description
Named one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.
The successful applicant will have a hybrid work arrangement, but must reside within a 125-mile radius of their assigned AAA office location. The starting salary range for the position is based upon location. This role is eligible for an annual incentive opportunity targeting up to 10% of the base salary.
- New York, NY - $86,000 - $91,000
- San Francisco, CA - $86,000 - $91,000
- Los Angeles, CA - $81,000 - $86,000
- Boston, MA - $81,000 - $86,000
- Chicago, IL - $78,000 - $82,000
- Philadelphia, PA - 78,000 - $82,000
- Denver, CO - 78,000 - $82,000
- San Diego, CA - 78,000 - $82,000
- Johnston, RI - $74,000 - $79,000
- Minneapolis, MN - $74,000 - $79,000
- Houston, TX - $74,000 - $79,000
- Dallas, TX - $73,000 - $77,000
- Atlanta, GA - $73,000 - $77,000
- Fresno, CA - $73,000 - $77,000
- Buffalo, NY - $73,000 - $77,000
- Miami, FL - $69,000 - $73,000
- Charlotte, NC - $69,000 - $73,000
- San Antonio, TX - $69,000 - $73,000
OVERVIEW
The Manager of ADR Services manages the administration of arbitration and mediation cases, and manages a team of case administrators. They serve as the primary contact with parties, representatives, arbitrators, and mediators on assigned cases.
Essential Duties and Responsibilities
- Manage arbitration and mediation cases; ensure information is entered and maintained in the online case management system (PRISM), applying high-level knowledge and understanding of AAA's rules and procedures.
- Supervise case administrators, including interviewing, hiring, training, assigning work, appraising performance, and addressing complaints and issues.
- Conduct administrative conference calls; facilitate preliminary hearing conferences, promoting AAA's brand and services.
- Ensure confidentiality of case information and adherence to AAA's information security and data privacy policies.
- Manage the ADR process effectively, meet deadlines, maintain neutrality, identify and resolve roadblocks.
- Review newly assigned cases and contact filing parties to resolve deficiencies.
- Advise panelists on procedural hearing management, jurisdiction, and related issues; assist in monitoring case management skills.
- Develop and sustain client relationships to ensure trust and respect for AAA services.
- Collaborate with colleagues on client service and ADR industry trends.
- Provide feedback to management regarding interactions with arbitrators and mediators.
- Demonstrate regular, reliable, and predictable job attendance.
- Attend on-site meetings and training sessions.
EDUCATION & EXPERIENCE
- Bachelor's degree in business, law, or related field, or an equivalent mix of education and experience
- 4-6 years of comprehensive customer service and case management experience in a law office, judicial system, or ADR environment
- 1-2 years of experience in a supervisory or team lead role
KNOWLEDGE, SKILLS, & ABILITIES
- Thorough knowledge of arbitration and mediation procedures, rules, and practices
- Strong client service orientation and interpersonal skills
- Excellent verbal and written communication abilities
- Proficiency with case management software and Microsoft Office applications
- Ability to exercise sound judgment and decisiveness
Source : American Arbitration Association Inc.
