American Arbitration Association

Manager of ADR Services

Job Location(s) US-CA-Fresno
Job ID
Alternative Dispute Resolution


The Manager of ADR Services oversees the delivery of high quality services on an assigned caseload and manages a team of staff members while promoting a collaborative environment; demonstrates and applies a high level of ADR knowledge and expertise, and provides external client services by managing the party experience with the AAA; serves as the primary contact for clients, arbitrators and mediators. 


Named as one of the 50 best nonprofits to work for by the Non-Profit Times in 2019 and 2020, 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, and vision coverage, a student loan contribution program, a 403(b) savings and retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.


The ideal candidate will be a professional with a clear, service centered approach and respectful disposition towards external and/or internal constituents who possesses the following qualifications and characteristics:

  • 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.

Supervisory Responsibilities:

  • Directly supervises 2-4 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.


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.

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 web-based 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.


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