Manager of ADR Services

Description

Overview

Our team of dedicated professionals is looking for a Manager of ADR Services to work in our Dallas, TX, Houston, TX, or San Antonio, TX office.   

As part of our team, you will be responsible for managing the administration of arbitration and mediation mass arbitration cases, and managing a team of Case Administrators.  You will also have the option to work on a hybrid basis, generally two days per week on-site.    

Compensation:  Grade 8, based on region. 

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.

Responsibilities   

• Serves as primary contact with parties, party representatives, arbitrators, and mediators on assigned cases; consults with management as needed.
• Manages arbitration and mediation cases; ensures information is entered and maintained in online case management system (PRISM); utilizes discretion and independent judgment by applying high-level knowledge and understanding of the AAA’s rules and procedures on assigned cases.
• Supervises case administrators; carries out supervisory responsibilities in accordance with the AAA’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Conducts administrative conference calls; facilitates and proactively participates in preliminary hearing conferences fostering and promoting the AAA brand of services, and is a resource for clients and arbitrators.
• Ensures confidentiality of case information and case records; adheres to the AAA’s information security and data privacy policies, procedures, and practices.
• Ensures ADR process is managed effectively, deadlines are met, neutrality is maintained during interactions with clients, roadblocks are identified and resolved.
• Reviews newly assigned cases and contacts filing party to resolve any deficient filings.
• Resolves case related issues; escalates matters to management as appropriate.
• Advises panelists on procedural hearing management, jurisdiction and related issues and assists in monitoring case management skills of panelists.
• Develops and sustains client relationships to ensure trust and respect for AAA and its services.
• Collaborates with colleagues in case management centers and regional offices on client service and trends in the ADR industry.
• Provides feedback to management and regional colleagues regarding interaction with arbitrators and mediators.
• Demonstrates regular, reliable, and predictable job attendance.
• Attends on-site and in-person meetings and training sessions.

Qualifications   

Education & Experience: 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 a comprehensive customer service management in a law office or judicial industry; or an equivalent combination of education and work experience.    

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.   

Mathematical Skills:  Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts and graphs.   

Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook and online case management systems.   

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.