Manager of ADR Services

Manager of ADR Services

Location: Boston, MA, United States

Date Posted:Apr 28, 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- [email protected] .

Description

Manager of ADR Services(2026-49)

Join our dedicated team as a Manager of ADR Services! Be at the forefront of administering arbitration and mediation cases while leading a team of skilled case administrators.

This position's starting annual salary range is based upon location, with an annual incentive opportunity. The successful candidate must reside with a 125-mile radius of their assigned AAA office location.

• Johnston, RI - $79,000 - $83,000

• Philadelphia, PA - $82,000 - $87,000

• Boston, MA | Piscataway, NJ - $86,000 - $91,000

• New York, NY - $91,000 - $97,000

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.

Responsibilities

• Serves as primary contact with parties, party representatives, arbitrators, and mediators on assigned cases; consults with management as needed.

• Manages arbitration and mediation cases; ensures information is entered and maintained in an online case management system (PRISM); utilizes discretion and independent judgment by applying high-level knowledge and understanding of the AAA's rules and procedures on assigned cases.

• Supervises case administrators; 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.

• 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.

• Ensures confidentiality of case information and records; adheres to the AAA's information security and data privacy policies, procedures, and practices.

• Ensures the ADR process is managed effectively, deadlines are met, neutrality is maintained during client interactions, and roadblocks are identified and resolved.

• Review newly assigned cases and contact the filing party to resolve deficient filings.

• Resolves case-related issues; escalates matters to management as appropriate.

• Advises panelists on procedural hearing management, jurisdiction, and related issues and assists in monitoring panelists' case management skills.

• Develops and sustains client relationships to ensure trust and respect for AAA and its services.

• Collaborates with colleagues in case management centers and regional offices on client service and trends in the ADR industry.

• Provides feedback to management and regional colleagues regarding interaction with arbitrators and mediators.

• Demonstrates regular, reliable, and predictable job attendance.

• Attends on-site and in-person meetings and training sessions.

Education & 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.

Knowledge, Skills & Abilities

• Thorough knowledge of arbitration and mediation procedures, rules, and practices

• Critical thinker, innovative mindset, and ability to anticipate customer demands.

• Strong client service orientation and interpersonal skills

• Excellent verbal and written communication abilities

• Proficiency with Microsoft Office applications, case management systems, databases, and other relevant software; quickly learns and adapts to new technologies, including but not limited to AI-related technology.

• Ability to exercise sound judgment and decisiveness

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.