The Associate Business Manager plays a central role in managing a Resolution Center’s case administration function, leading a team responsible for delivering high-quality dispute resolution services. This position ensures cases are managed effectively, client expectations are met, and operational efficiency is maintained across all processes.
Key Responsibilities
- Leads a segment of a larger Resolution Center or manages a smaller center independently, focusing on case management and administrative performance
- Oversees daily operations, providing guidance to team members and supporting senior leadership in achieving service and business goals
- Manages, mentors, and develops case management staff through coaching, performance reviews, and professional development initiatives
- Ensures accurate and timely administration of cases, serving as a subject matter expert on arbitration procedures and protocols
- Monitors team performance and client feedback to identify trends, resolve issues, and enhance service delivery
- Builds and maintains strong relationships with clients and panelists, ensuring positive engagement and smooth onboarding experiences
- Collaborates with Finance on billing matters, including rate determinations, refunds, and write-offs
- Works with Facilities on office operations, including relocations, upgrades, and day-to-day logistical needs
- Upholds organizational policies and compliance standards using internal systems such as JAMSware
- Identifies and troubleshoots technical issues related to Zoom, HDMI, and Crestron systems, ensuring seamless virtual proceedings
- Escalates complex matters when necessary and contributes to strategic improvements in client service and operational effectiveness
Qualifications
Candidates should have 3–5 years of experience in legal services or office management, with strong organizational, communication, and leadership abilities. Proficiency in technology platforms including Zoom, Crestron, and case management software is essential. A background in ADR, legal terminology, and court processes is highly valued. A bachelor’s degree and prior experience in client relations or business development are advantageous.
This role requires a proactive mindset, the ability to manage conflict constructively, and a commitment to fostering team engagement and client satisfaction in a collaborative, innovative environment.
