Director, ICDR

Location: Charlotte, NC, United States Date Posted: Mar 20, 2026 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. If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [emailprotected]. Description Overview We are actively recruiting for a Director of the International Centre for Dispute Resolution (ICDR) to deliver case management services, drive business development, promote ICDR services, and ensure the highest degree of professionalism, integrity, organizational ability, and multi-lingual skills. The ideal candidate will be able to apply their passion for growing the business to the ADR field and the ability to represent the AAA as a polished and persuasive speaker. The successful applicant will have a hybrid work arrangement and the annual salary range for this position is based on location: Boston, MA | Washington DC - $93,400 - $98,900 Chicago, IL | Philadelphia, PA - $89,700 - $95,000 Johnston, RI | Houston, TX | Minneapolis, MN - $85,800 - $90,900 Atlanta, GA | Dallas, TX $84,400 - $89,300 New York, NY - $99,600 - $105,500 Charlotte, NC | Miami, FL | San Antonio, TX $79,800 - $84,500 Named one of the 50 best non-profits 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, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits. SUMMARY Delivers case management services and supports the development and promotion of ICDR services, ensuring the highest degree of professionalism, integrity, organizational ability, and multi-lingual skills. ESSENTIAL FUNCTIONS Serves as primary or secondary case management contact with parties, party representatives, arbitrators, and mediators on assigned cases; makes decisions on case issues within the scope of ICDR/AAA policies, rules, and procedures. Manages arbitration and mediation cases; ensures neutrality is maintained with parties; ensures information is entered and maintained in online case management system (PRISM); utilizes discretion and independent judgment by applying high-level knowledge and understanding of the ICDR/AAA's policies, rules, and procedures on assigned cases. Ensures confidentiality of case information and case records; adheres to the ICDR/AAA's information security and data privacy policies, procedures, and practices. Using contract provisions of each case identify variations between the rules and the case contract to ensure consistency and appropriate case administration. Conducts administrative conferences and facilitates preliminary hearings and evidentiary hearings. Assists arbitrators and mediators to comply with all applicable rules and the issuance of mediator decisions and arbitral awards; evaluates arbitrator challenges and other administrative disputes between the parties and recommends appropriate action. Recommends suitable mediators and assists parties in selecting appropriate arbitrators from ICDR/AAA's Panels based on contract requirements and/or parties' preferences. Maintains uniform case data information and accurate records of financial information, including billing, disbursements, check requests, expenses and receivables. Proactively identifies expectations regarding the ICDR's case management services and works closely with parties, arbitrators, and mediators to deliver timely and cost-effective services. Communicates ICDR/AAA policies and procedures to parties and representatives. Serves as a customer service contact and recognizes potential future business when answering general inquiries expressing interest in the ICDR/AAA and its services. May include management of case operations and administrative support personnel, overseeing process, providing directions, and addressing case management-related issues, functions, and procedures. Develops and cultivates long-term relationships with customers to form a high level of trust and respect in ICDR/AAA and our services. Communicates customer suggestions on improvement to management regularly and consistently; understand the responsibility of arbitrators/mediators, and provides regular feedback on their performance. Meets with clients and potential users when requested to educate and explore interest in ICDR services. Participates in seminars, programs, and conferences and attends meetings or presentations as coordinated by ICDR executive management. Assists with the organization, logistics, and management activities of ICDR/AAA conferences. Shares communications received on development (non-case related) and inquiries with ICDR executive management. Recruits potential ICDR arbitrators and mediators by providing suggestions and feedback to the ICDR executive management. Assists with developing and facilitating arbitrator training programs. Demonstrates regular, reliable, predictable job attendance. Attends on-site and in-person meetings and training sessions. EDUCATION & EXPERIENCE Juris Doctorate (JD), Master of Laws (LL.M.), or equivalent combination of education and experience required. 4-6 years of relevant experience in legal, court, or alternative dispute resolution (ADR) environment. KNOWLEDGE, SKILLS, & ABILITIES In-depth knowledge of international arbitration and mediation rules, procedures, and case management best practices. Excellent written and verbal communication skills, including the ability to effectively interact with parties, counsel, neutrals, and colleagues. Strong organizational and time management skills to handle multiple cases, meet deadlines, and deliver quality service. Analytical and problem-solving skills to assess case issues, recommend solutions, and make sound decisions. Proficiency in case management systems, legal research tools, Microsoft Office applications, and ability to adapt to new technologies. #J-18808-Ljbffr American Arbitration Association Inc.