Director of ADR Services

Director Of ADR Services

The Director of ADR Services is responsible for driving business development in the assigned region, promoting dispute resolution services, and managing the administration of arbitration and mediation cases. The role involves building effective business relationships with clients, advocates, and industry partners, and promoting the use of AAA's ADR services. The compensation for this role is based upon work location. This position is also eligible for an annual incentive opportunity targeting 10% of annual salary.

The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been 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 include serving as the primary case management contact with parties and mediators on assigned cases, making decisions on case issues in consultation with the Regional VP. Proactively identify and pursue opportunities to grow the organization's ADR services business. Develop strategic plans and pitches to potential clients. Play a vital role in the regional legal, business, and ADR communities, focusing on being a resource to facilitate dispute resolution and promote the use of AAA's ADR services. Build and maintain strong relationships with clients, prospects, and industry partners. Develop and deliver engaging presentations to various stakeholder groups, effectively communicating the organization's value proposition. Manage assigned cases and ensure information is entered and maintained in case management system; make case-related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion. Advise arbitrators on procedural hearing management and related issues. Analyze needs, problems, and trends of users as well as the quality of service delivered by pulling relevant metrics from the existing database; respond to inquiries regarding AAA's ADR services in a timely manner. Participate in hearings / conferences and provide feedback and recommendations where appropriate to the RVP in order to maintain or improve the quality and delivery of services. Help recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participate in review of panel members based on existing caseloads and needs. Review and track trends regarding the regional markets where we provide our services. Assist with arbitrator training programs, education programs / conferences, and elections as necessary. Ensure confidentiality of case information and case records; adhere to the AAA's information security and data privacy policies, procedures, and practices. Demonstrate regular, reliable, and predictable job attendance. Attend on-site and in-person meetings and training sessions.

Qualifications include a Bachelor's degree required in business, legal, or related discipline (advanced degree preferred); 3-5 years of related work experience in a business development role, preferably in the Legal Services field; or an equivalent combination of education and work experience. Proven track record of identifying, pursuing, and closing new business opportunities. Adept at building and managing client relationships. Strategic thinker with strong sales and negotiation abilities. Strong presentation and communications skills (written and verbal). Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint. Ability to travel periodically (20%) to clients, training events, and other AAA offices and conferences.