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Director, Intake

Date Posted:May 30, 2025

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

Director, Intake (2025-97)

The American Arbitration Association (AAA) is seeking a Director to lead the strategic and operational performance of our Intake Division. This role focuses on optimizing workflows, establishing and maintaining quality assurance standards, and developing performance metrics to drive organizational effectiveness. The Director plays a key role in staff development and engagement, facilitates cross-divisional collaboration, and ensures compliance with case filing protocols. Key responsibilities include developing KPIs, overseeing quality audits, managing divisional documentation, spearheading training strategies, and identifying areas for operational improvement through data-driven analysis.

Work Environment

This position offers a hybrid work arrangement; candidates must reside at a U.S. location within 125 miles of their assigned office location. Compensation will be determined based on geographic location.

Compensation

The salary range for this position varies by location:

+ Charlotte, Miami, San Antonio: $84,000 – $88,000

+ Atlanta, Buffalo, Dallas, Fresno: $88,000 – $94,000

+ Houston, Johnston, Minneapolis: $90,000 – $95,000

+ Voorhees, Denver, Chicago, Philadelphia: $94,000 – $100,000

+ Boston, Los Angeles, Somerset, Washington DC: $98,000 – $104,000

+ New York City, San Francisco: $104,000 – $111,000

This position is also eligible for an annual performance-based incentive.

Our competitive compensation package includes, medical, dental, orthodontia, and vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid time off.

Qualifications

+ Bachelor's degree in business, public administration, or a related field

+ 4–6 years of relevant experience in customer service management, preferably in a legal or judicial setting

+ 1–3 years of leadership or supervisory experience, or an equivalent combination of education and experience

+ Demonstrated ability to implement operational strategies, refine quality standards, and improve service delivery

+ Experience in workflow analysis, compliance, and data-informed decision-making

+ Strong verbal and written communication skills; collaborative leadership style

+ Proficiency in case management systems and tools like Tableau and Excel for performance tracking and reporting

+ Sound judgment, adaptability under pressure, and a high standard of integrity and confidentiality

About Us

The American Arbitration Association (AAA), recognized among The NonProfit Times' 50 Best Nonprofits to Work For, offers a dynamic, fast-paced environment where excellence meets opportunity. Our organization leads arbitration and mediation across diverse industries, providing professionals with unique exposure to multiple business sectors and conflict resolution practices. We foster growth through collaboration with experienced legal professionals and invest in our team through comprehensive professional development programs. At the AAA, we combine challenging work with meaningful recognition in an environment where merit drives success and learning never stops.

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.