Description

Director of ADR Services (2025-179)

The Director of ADR Services is responsible for driving business development and outreach in the assigned region, promoting dispute resolution services, and managing the administration of complex arbitration and mediation cases. The role focuses on building effective business relationships with clients, advocates, and industry partners and promoting the use of AAA-ICDR's 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.

• New Orleans, LA: $88,000 - $94,000
• San Antonio, TX | Austin, TX: $84,000 - $89,000

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

BUSINESS DEVELOPMENT AND OUTREACH

• Proactively identify and pursue opportunities to grow the organization's ADR services business; develop business 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
• Analyze needs, problems, and trends of users, as well as the quality of service delivered, by pulling relevant metrics from CRM systems, case management systems, business intelligence dashboards and feedback/survey responses
• Respond to inquiries regarding AAA's ADR services promptly
• Help recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participate in panel member reviews based on caseloads and needs
• Review and track trends regarding the regional markets and key sectors where AAA provides services
• Assist with arbitrator training programs, education programs/conferences, and elections as necessary
• Demonstrate regular, reliable, and predictable job attendance
• Attend on-site and in-person hearings, meetings, and training sessions

CASE MANAGEMENT

• Serve as the primary case management contact for parties and mediators on assigned cases; make decisions on case issues in consultation with the VP.
• Manage assigned cases and ensure information is entered and maintained in the 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
• Participate in hearings/conferences and provide feedback and recommendations to the VP to maintain or improve the quality and delivery of services
• Collaborate with colleagues across divisions and departments in scheduling and management of hearing facilities and event space
• Ensure confidentiality of case information and records; adhere to information security and data privacy policies

EDUCATION AND EXPERIENCE
Bachelor's degree 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

KNOWLEDGE, SKILLS, & ABILITIES

• Ability to identify, pursue, and close new business opportunities; adept at building and managing client relationships
• Ability to read and interpret case filings, read and interpret budgets and financial reports, read and interpret business correspondence, and procedure manuals
• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and case management systems
• Ability to travel periodically (15-20%) to clients, training events, AAA offices, and conferences

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.