American Arbitration Association

  • Manager of ADR Services

    Job Location(s) US-GA-Atlanta
    Job ID
    Alternative Dispute Resolution
  • Overview

    As a Manager of ADR Services, the successful candidate will be an important member of a highly collaborative team in our Southeast Case Management Center. Reporting to the Assistant Vice President, the Manager of ADR Services will oversee the delivery of high quality services on an assigned caseload and manage a team of staff members; provide external client services by managing the party experience with the AAA; and serve as the primary contact for clients, arbitrators and mediators 

    The selected candidate will supervise 2-4 staff employees; will carry 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.


    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.


    • 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.
    • Manages assigned cases and ensures information is entered and maintained in case management system (PRISM); makes case-related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion.
    • Ensures ADR process is managed effectively, deadlines are met, neutrality is maintained during all interactions with clients, roadblocks are identified and solutions are implementing to avoid or resolve them.
    • Reviews newly assigned cases and contacts filing party to resolve any deficient filings.
    • Resolves issues independently utilizing all resources available, escalating them to direct supervisor only after all avenues have been exhausted.
    • Advises arbitrators on procedural hearing management, jurisdiction and related issues and assists in monitoring case management skills of arbitrators.
    • Develops and sustains client relationships to ensure trust and respect for AAA and its services.
    • Collaborates with regional staff to provide feedback regarding the Roster of Mediators.
    • Collaborates with case management centers and regional offices to identify trends in Dispute Resolution in order to improve the process for clients.
    • Participates in educational opportunities within ADR community to meet annual AAA training requirements.


    Education & Experience: Bachelor’s degree in business or related discipline; 5 or more years prior work experience involving comprehensive customer service management in a law office or judicial industry preferred; with at least 2 years of experience in a leadership or supervisory role; or an equivalent combination of education and work experience.

    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.

    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.

    Software Skills: Intermediate proficiency with Microsoft Word, Excel and web-based case management systems.


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