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Director of ADR Operations

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Location: Fresno, 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].


You will assist in managing the division's caseload and serve in a leadership capacity for the case management staff. In addition, you will ensure appropriate resources are utilized to execute assignments to provide high-level customer service.  
The successful applicant will have a hybrid work arrangement, and the position's starting annual salary range is based on the work location.  The incumbent will also be eligible for an annual incentive bonus targeting 10% of the base salary. Office locations:
  • Atlanta, GA - $87,000 - $91,000
  • Dallas, TX - $87,000 - $91,000
  • Fresno, CA - $87,000 - $91,000
  • Johnston, RI - $88,000 - $92,000
  • Minneapolis, MN - $88,000 - $92,000
  • New York, NY - $102,000 - $107,000

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. Our employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, and 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.   
    • Serves as primary contact with parties, 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); applies knowledge of AAA rules and procedures.
    • Assists management with case administration; ensures alternative dispute resolution process is managed effectively by meeting deadlines, enforcing timelines, maintaining neutrality, and proactively resolving potential issues.
    • Supervises employees in accordance with AAA policies and applicable laws, including interviewing, hiring, training, assigning work, evaluating performance, and addressing complaints.
    • Ensures confidentiality of case information; adheres to information security and data privacy policies and practices.
    • Performs initial review of case management inquiries; utilizes resources to independently assess and resolve administrative determinations.
    • Serves as first-line backup to management in matters pertaining to Center operations.
    • Provides feedback on corporate initiatives; assists in preparing and monitoring budgets.
    • Communicates with Legal Department on Litigation Hold issues; maintains updated records.
    • Provides oversight for case programs and AAA staff; develops quality control measures; encourages use of mediation.
    • Demonstrates regular, reliable attendance; attends on-site meetings and training sessions.

    • Bachelor's degree in business, legal studies, or related field; advanced degree preferred.
    • Minimum of 5 years of relevant experience in comprehensive customer service management, preferably in a law office or judicial industry setting.
    • Minimum of 2 years of experience in a leadership or supervisory role.
    • An equivalent combination of education and experience may be considered.

    • Knowledge of legal terminology, court procedures, and alternative dispute resolution processes.
    • Excellent verbal and written communication skills, with the ability to effectively interact with a diverse range of stakeholders.
    • Strong analytical and problem-solving skills, with attention to detail and accuracy.
    • Proven ability to lead, motivate, and manage a team in a fast-paced environment.
    • Proficient in Microsoft Office Suite and case management software.
    • Ability to travel periodically (10%) to clients, training events, and other AAA offices and conferences.   


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