Manager of Alternative Dispute Resolution Services
2 weeks ago
Job Summary
Overview
As the Manager of Alternative Dispute Resolution Services at the American Arbitration Association Inc., you will play a critical role in administering arbitration and mediation mass arbitration cases while leading a team of skilled case administrators. This is an exceptional opportunity to be at the forefront of dispute resolution and make a meaningful impact on the lives of individuals and organizations.
Key Responsibilities
- Case Management: Serve as the primary contact with parties, party representatives, arbitrators, and mediators on assigned cases, utilizing discretion and independent judgment to apply high-level knowledge and understanding of the AAA's rules and procedures.
- Team Leadership: Supervise case administrators, carrying out supervisory responsibilities in accordance with the AAA's policies and applicable laws, including interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
- Client Relationships: Develop and sustain client relationships to ensure trust and respect for the AAA and its services, fostering and promoting the AAA brand of services.
- Process Management: Ensure the ADR process is managed effectively, deadlines are met, neutrality is maintained during client interactions, and roadblocks are identified and resolved.
- Quality Control: Review newly assigned cases and contact the filing party to resolve deficient filings, resolving case-related issues and escalating matters to management as appropriate.
- Professional Development: Collaborate with colleagues in case management centers and regional offices on client service and trends in the ADR industry, providing feedback to management and regional colleagues regarding interaction with arbitrators and mediators.
- Attendance and Participation: Demonstrate regular, reliable, and predictable job attendance, attending on-site and in-person meetings and training sessions.
Requirements
- Education and Experience: Bachelor's degree in a business-related discipline, 1-2 years of experience in a leadership or supervisory role, 4-6 years of experience in comprehensive customer service management in a law office or judicial industry, 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.
- Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and online case management systems.
Work Environment
The American Arbitration Association Inc. 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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