American Arbitration Association

Director of ADR Services

Job Location(s) US-TX-Houston
Job ID
Alternative Dispute Resolution


The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks a Director of ADR Services to join our Construction team in the Central Case Management Center. The Director will be primarily responsible for the delivery of ADR case management services of assigned cases and assists with the development and promotion of AAA’s ADR services.


The annual equivalent salary range for this position is $76,000 - $77,800, with an annual discretionary incentive opportunity targeting a payout of 10% of base salary, based on individual contributions, goal achievement, and organizational performance.


Named as one of the 50 best nonprofits to work for by the Non-Profit Times, 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, orthodontia, 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.


The selected candidate will possess a solid business services skill-set, including general corporate, not-for-profit, or other organizational experience, with a demonstrated ability to interact and work with individuals at all levels internally and externally. Primary responsibilities include the following:

  • Serves as primary or secondary case management contact with parties and mediators on assigned cases; makes decisions on case issues in consultation with the VP.
  • 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.
  • Advises arbitrators on procedural hearing management and related issues.
  • Analyzes needs, problems and trends of users as well as the quality of service delivered by pulling relevant metrics from the existing database; responds to inquiries regarding AAA’s ADR services in a timely manner.
  • Participates in hearings/conferences and provides feedback and recommendations where appropriate to the RVP in order to maintain or improve the quality and delivery of services.
  • Helps recruit panel members consistent with AAA’s Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participates in review of panel members based on existing caseloads and needs.
  • Reviews and tracks trends regarding the regional markets where we provide our services.
  • Plays a vital role in the regional legal, business and ADR communities, with a focus on being a resource to facilitate the resolution of disputes and to promote the overall use of AAA’s ADR services.
  • Assists with arbitrator training programs, education programs/conferences and elections as necessary.
  • 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.


Education & Experience: Bachelor’s degree in business, legal, or related discipline; and 5 years of work experience in legal or related industry and/or court system; 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.


Computer Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.


Travel: Ability to travel periodically (20%) to clients, training events, and other AAA offices and conferences.


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