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About the Role:
- The Director, Centralized Case Management provides strategic and operational leadership for JAMS' national remote case management team.
- This role ensures service excellence, workforce planning, operational consistency, associate development, and client and panelist satisfaction.
Key Responsibilities:
- Lead, coach, and mentor remote case management associates and managers, supporting onboarding, training, and performance reviews.
- Oversee day-to-day operations, ensuring consistent service delivery, regulatory compliance, and effective resolution of escalated issues.
- Partner with senior leadership on strategic initiatives, technology adoption, and process improvements.
What You'll Bring:
- Bachelor's degree and 8-10 years of progressive operational leadership experience.
- 5-7 years of leading managers and large, multi-level teams; remote team leadership preferred.
- Strong understanding of case management processes, legal terminology, and client service expectations.
JAMS
JAMS is a leading provider of dispute resolution services, including mediation and arbitration, for clients and panelists nationwide. The company fosters a collaborative, innovative, and dedicated culture.