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Director of ADR Services

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Location: San Francisco, CA, United States
Date Posted:

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The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [email protected].


We are actively recruiting for a Director of Alternative Dispute Resolution (ADR) Services to drive business development, promote dispute resolution services, and manage the administration of arbitration and mediation cases. The ideal candidate will be able to apply their passion for growing the business to the ADR field and the ability to represent the AAA as a polished and persuasive speaker.                        
The successful applicant will have a hybrid work arrangement, and the position's starting annual salary range is from $95,000 to $105,000, with an annual incentive opportunity aiming for 10% of the base annual salary.                  
Named one of the 50 best non-profits 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, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.                        
  • Serves as primary case management contact with parties and mediators on assigned cases; makes decisions on case issues in consultation with the Regional VP.
  • Proactively identifies and pursues opportunities to grow the organization's ADR services business. Develops strategic plans and pitches for potential clients.
  • Plays a vital role in the regional legal, business, and ADR communities, focusing on being a resource to facilitate dispute resolution and promote the use of AAA's ADR services. Builds and maintains strong relationships with clients, prospects, and industry partners.
  • Develops and delivers engaging presentations to various stakeholder groups, effectively communicating the organization's value proposition.
  • Manages assigned cases and ensures information is entered and maintained in the case management system; makes case-related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion.
  • Advises arbitrators on procedural hearing management and related issues.
  • Analyzes needs, problems, and trends of users as well as the quality of service delivered by pulling relevant metrics from the existing database; responds to inquiries regarding AAA's ADR services in a timely manner.
  • Participates in hearings/conferences and provides feedback and recommendations where appropriate to the RVP in order to maintain or improve the quality and delivery of services.
  • Helps recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participates in the review of panel members based on existing caseloads and needs.
  • Review and track trends regarding the regional markets where we provide our services.
  • Assists with arbitrator training programs, education programs/conferences, and elections as necessary.
  • Ensures confidentiality of case information and records; adheres to the AAA's information security and data privacy policies, procedures, and practices.
  • Demonstrates regular, reliable, and predictable job attendance.
  • Attends on-site and in-person meetings and training sessions.

Education & Experience: Bachelor's degree required in business, legal, or related discipline (advanced degree preferred); 3-5 years of related work experience in a business development role, preferably in the Legal Services field; or an equivalent combination of education and work experience.              

  • Business Development Skills: Proven track record of identifying, pursuing, and closing new business opportunities. Adept at building and managing client relationships. Strategic thinker with strong sales and negotiation abilities.
  • Language Skills: Ability to read and interpret documents such as legal files, business correspondence, and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators, or employees of the organization.
  • Strong presentation and communication skills (written and verbal).
  • Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
  • Travel: Ability to travel periodically (15%) to clients, training events, and other AAA offices and conferences.

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