Manager of ADR Services

Job ID
MADRS RI Consumer
Alternative Dispute Resolution


As a Manager of ADR Services, you will be an important member of our Consumer Operations Division. Leading a team of six and reporting to the Assistant Vice President, you will be responsible for supervising Case Administrators and applying a high level of understanding of analysis and application of ADR processes, case administration rules and procedures, and case administration policies in the administration of arbitration cases. 


We offer a competitive salary and the opportunity to have a rewarding career in a fast-paced, results-driven environment.  Our comprehensive benefits program includes the following: health and Rx, dental and orthodontia, vision, discounted pet insurance, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.


  • Engages in the delivery of highest level of professional client service for an assigned pro se caseload with the assistance of team members.
  • Manages assigned consumer cases with independent decision making authority for case issues within the scope of the AAA rules and procedures.
  • Counsels users on all available alternative dispute resolution services available through the AAA, and assists staff, clients and neutrals in applying additional processes in order to achieve dispute resolution.
  • Serves as the primary contact with the AAA for the clients and neutrals on assigned consumer cases.
  • Responds to client complaints and addresses concerns regarding policies and procedures, arbitrators, billing, and awards in a timely manner executing high customer service standards at all times.
  • Makes recommendations and offers feedback to the Center’s management on various procedural issues and reports on evolving trends in the regions.
  • Advises arbitrators on procedural issues and provides feedback on arbitrator performance to management.
  • Participates in regular meetings with AAA leadership and conducts trainings on new and existing policies and procedures.


Directly supervises approximately 1 - 4 employees; 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.


The ideal candidate is forward thinking and demonstrates a high degree of persuasive communication; approaches problems with firm analytical thinking; exhibits strong constituent orientation and fosters teamwork; manages performance ensuring staff members have clear and measurable goals and responsibilities, and know what is expected of them; and displays a high degree of conflict management knowledge and aptitude.

Education & Experience: Bachelor’s degree in business or related discipline; and 4 years related work experience (e.g. comprehensive customer service in a law office or judicial industry), with 2 years in a supervisory role; or an equivalent combination of work and education.

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.

Computer Skills: Intermediate proficiency with Microsoft word, Excel and Microsoft Office.


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.



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