American Arbitration Association

Manager of ADR Services

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


The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks a Manager of ADR Services who will be primarily responsible for overseeing 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.

The annual equivalent salary range for this position is $62,000 - $62,740.

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 people manager and 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:

  • 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 the case management system (PRISM); makes case-related decisions by applying 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 implemented to avoid or resolve them.
  • Reviews newly assigned cases and contacts the filing party to resolve any deficient filings.
  • Resolves issues independently utilizing all available resources, escalating them to the direct supervisor only after exhausting all avenues.
  • Advises arbitrators on procedural hearing management, jurisdiction, and related issues and monitors arbitrators' case management skills.
  • 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 Dispute Resolution trends to improve the process for clients.
  • Participates in educational opportunities within the 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.

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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