American Arbitration Association

Director of Resolution Services

Job Location(s) US-NY-New York
Job ID
Alternative Dispute Resolution


The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks three (3) Directors of Resolution Services to join our New York State Insurance (NYSI) team. The Directors will be primarily responsible for identifying, analyzing, managing, and facilitating strategic process improvements to the NYSI Case Management Center's alternative dispute resolution services in compliance with NYSI Regulations, guidelines, and rules. The Directors also develop, cultivate, and maintain client relationships; identify, recommend, and assist in implementing strategic business initiatives that support business operations and resolution goals.


The annual equivalent salary range for this position is $90,000 - $91,970.


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 professional services skillset demonstrating a high level of persuasive communication, presentation skills, initiative, and fostering innovation competencies, 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 customer relationship manager; develops rapport and builds trusting professional relationships with external ADR user community; regularly meets with user community members.
  • Facilitates party settlement negotiations and conflict resolution through dialogue; suggests innovative alternative dispute resolution options to resolve conflicts by mutual consent of parties involved.
  • Uses mediation techniques to facilitate communication between parties, other parties' understanding of different perspectives, and guide parties toward mutual agreement.
  • Confers with parties to clarify issues, identify underlying concerns, and develop an understanding of their individual needs and interests.
  • Analyzes data and gathers business intelligence to identify trends; prepares communication plans to drive settlement opportunities and deliver exceptional customer service.
  • Plans and executes strategic direction for conciliation and related alternative dispute resolution options for the NYSI program.
  • Cross-collaborates with the Business Intelligence team, Conciliation Supervisors, and Conciliators to use business intelligence analytics; creates Tableau reports and interprets key findings; prepares and delivers presentations on key business intelligence findings to the ADR user community.
  • Supports professional development initiatives and organizes the regular transfer of information to the ADR user community through in-person meetings and reporting.


Education & Experience: Bachelor's degree in business, legal, or other disciplines; 5 years of work experience in alternative dispute resolution, automobile insurance, legal, or related industry; or an equivalent combination of education and work experience.


Reasoning Ability: Possesses the ability to solve practical problems with a variety of variables; exercises sound judgment to make decisions in a manner consistent with the essential job functions, including the ability to determine the importance and when to escalate issues to a supervisor.


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.


Technical Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, PowerPoint, Tableau reporting, and web-based case management systems. Strong public speaker who can deliver informative, well-organized presentations to the user community.


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