American Arbitration Association

Manager of ADR Services

Job Location(s) US-RI-Johnston
Job ID
Alternative Dispute Resolution


The Manager of ADR Services is responsible for supervising Case Administrator(s) and applying a high level of understanding, analysis and application of alternative dispute resolution (ADR) processes, case administration rules, procedures, and policies in the administration of arbitration cases. 

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, and 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.


  • Manages assigned cases and assists with group filings within the scope of the AAA rules and procedures, with decision-making authority and the exercise of independent judgment and discretion for case issues.
  • 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.
  • Delivers high level of professional client service on assigned caseloads. Able to prioritize work and set priorities. 
  • Understands content of the various rules and can evaluate their application to different cases.
  • Prioritizes and assesses workload making appropriate assignments to staff to ensure work is completed efficiently.
  • Proactively identifies case and client issues. Uses analysis and experience to take appropriate action to resolve case problems, including responding to client complaints and concerns. Makes reliable independent decisions that are consistent with established policies.
  • Monitors team caseload and daily activities. Able to resolve issues without the assistance of direct supervisor.
  • Regularly meets and communicates with the team, direct supervisor and division to give feedback and recommendations regarding various issues, as well as discuss any new or different practices. Consistently maintaining an efficient flow of information.
  • Understands the responsibilities of arbitrators and give feedback to appropriate staff, evaluate arbitrator removal requests and challenges, identify trends and recommend areas for panel recruitment when a deficiency exists.
  • Works with other members of the organization, including cross divisionally. Collaborates and works with others regularly.  Able to manage time accordingly.
  • Communicates with parties and mediators in a timely, courteous manner in a way designed to expedite the process within the scope of the AAA rules and procedures and provide fast, effective and fair service to clients.
  • Attend on-site meetings and in-person training sessions

Supervisory Responsibilities:

  • Directly supervises 2-8 employees; 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 a business related discipline; 2 years of experience in a leadership or supervisory role; 3 years of experience in a client service, corporate or legal industry; or an equivalent combination of education and work experience.


Reasoning Ability: Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; Ability to exercise sound judgment and make decisions in a manner consistent with the essential job functions.


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, Outlook and web based case management software.


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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