American Arbitration Association

Director of Resolution Services

US-NY-New York
Job ID
Alternative Dispute Resolution


Are you seeking a career opportunity in a fast-paced, challenging and rewarding environment? For over 90 years, the American Arbitration Association has successfully helped resolve business, employment and labor disputes through the effective use of arbitration and mediation. Our commitment to integrity, confidentiality, and neutrality make us the preferred provider of alternative dispute resolution services; our dedication to the public good, our customers, and our employees make us an employer of choice.


As a Director of Resolution Services, you will be responsible for guiding opposing sides in no-fault arbitration cases to conciliated settlement. Meets with parties, provides guidance on the conciliation process based on own experience and in compliance with NY State Insurance and AAA guidelines and rules, and helps to facilitate a mutually acceptable resolution.


  • Facilitate communication between disputants to guide parties toward mutual agreement; Builds trust, successful relationships and rapport with clients to enhance the customer experience.
  • Apply proven dispute resolution and mediation skills relying on own independent judgement and discretion.
  • Clarify issues, concerns, needs, and interests of all parties involved.
  • Facilitate in-person and telephone meetings with disputants to outline the mediation and conciliation process; coordinate and facilitate meetings between parties to conciliate or mediate their dispute.
  • Analyze case trends and data to determine opportunities for operational efficiency; identify, develop, and propose appropriate resolution strategies (e.g., bulk settlements).
  • Apply technical knowledge of relevant laws, policies, precedents and regulations to facilitate negotiations between the parties.
  • Prepare settlement agreements.
  • Provide guidance and training to staff of No-Fault insurance laws, ADR, and mediation techniques, regulations, administration, case law and processes.
  • Directly supervises and trains employees.


Education and Experience:

Bachelor’s degree with a focus on legal, or related discipline; 5 years of experience working in a legal or related industry and/or court system; 5 years of experience in insurance dispute resolution, negotiation, Certificate in Mediation, experience with resolving NY NF claims and applying NYS Regulation 68; or an equivalent combination of education and work experience.


Technology Requirements: 

Intermediate proficiency with Microsoft Outlook, PowerPoint Word, and Excel.


Communications Abilities

(Verbal) Expresses oneself clearly in conversations and interactions with others; tailors speech to the level and experience of the audience; uses appropriate grammar and choice of words; expresses ideas in a concise, organized manner; maintains eye contact when speaking with others; (Written) Expresses oneself clearly and concisely in writing; tailors written communications to effectively reach an audience; uses graphics and other aids to clarify complex or technical information; spells correctly; writes using concrete, specific language; uses punctuation correctly; writes grammatically. Proactive in keeping his/her manager informed on a regular basis about progress and problems; avoids surprises.


Technical Skills:

Intermediate proficiency with Microsoft Excel and Word, intermediate proficiency with web-based case management system preferred.



Ability to travel periodically (20%) in metro New York region to customer sites, training events, and other AAA offices and conferences.  


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