Director of ADR Services

Description Director of ADR Services (2025-179) 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.

• 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

• Serves as primary case management contact with parties and mediators on assigned cases; makes decisions on case issues in consultation with the Regional VP.
• Proactively identifies and pursues opportunities to grow the organization's ADR services business. Develops strategic plans and pitches to potential clients.
• Plays 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. Builds and maintains strong relationships with clients, prospects, and industry partners.
• Develops and delivers engaging presentations to various stakeholder groups, effectively communicating the organization's value proposition.
• Manages assigned cases and ensures information is entered and maintained in case management system; makes case‑related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion.
• Advises arbitrators on procedural hearing management and related issues.
• Analyzes needs, problems and trends of users as well as the quality of service delivered by pulling relevant metrics from the existing database; responds to inquiries regarding AAA's ADR services in a timely manner.
• Participates in hearings/conferences and provides feedback and recommendations where appropriate to the RVP in order to maintain or improve the quality and delivery of services.
• Helps recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participates in review of panel members based on existing caseloads and needs.
• Reviews and tracks trends regarding the regional markets where we provide our services.
• Assists with arbitrator training programs, education programs/conferences and elections as necessary.
• Ensures confidentiality of case information and case records; adheres to the AAA's information security and data privacy policies, procedures, and practices.
• Demonstrates regular, reliable, and predictable job attendance.
• Attends on‑site and in‑person meetings and training sessions.

Qualifications

• Education & Experience: 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.
• Business Development Skills: 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).
• Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
• Travel: Ability to travel periodically (20%) to clients, training events, and other 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. Apply tot his job

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