Director of Operations & Service Excellence

Neighbor Ride, Inc.; Columbia, Northern (MD, KY); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Retirement plan

Life insurance

Disability insurance

Health insurance

Paid time off

Job summary

Neighbor Ride, Inc. in Columbia, MD is seeking a Director of Operations to lead program operations, oversee the call center and ride coordination, and ensure reliable, passenger-focused service for older adults.

You will manage staff, guide data-driven planning, coordinate with executive leadership, and advance growth with volunteers and partners while strengthening technology, cybersecurity, and financial reporting.

Qualifications

• 6-8+ years in nonprofit program management/operations with supervisory experience.
• Experience using data to guide decisions and produce leadership reports.
• Experience recruiting, managing, and retaining volunteers.

Responsibilities

• Strategic Data & Reporting: track and communicate ridership, volunteer, passenger, trip, and service metrics; translate data into recommendations.
• Volunteer Growth & Engagement: lead strategies to recruit, welcome, engage, and retain volunteers.
• Client Growth & Experience: expand passenger base while maintaining dignity, satisfaction and service quality.
• Community & Internal Collaboration: collaborate with Executive Director and staff to strengthen relationships and growth.
• Team Leadership & Service Delivery: supervise Volunteer Relationship Manager and Client Relationship Manager; ensure reliable call center and ride coordination.
• Systems, Technology & Cybersecurity: oversee ride-match platform, vendor relationships, Microsoft 365, and cybersecurity practices.
• Financial Reporting & Decision Support: partner on timely financial reporting to support budgeting and sustainability.
• Operational Continuity & Innovation: enhance resilience and evaluate new service models.

Skills

Data analysis

Volunteer engagement

Client relations

Team leadership

Cybersecurity awareness

Financial reporting

Vendor management

Education

Bachelor's degree

Tools

Ride-match platform

Microsoft 365

Job description

Neighbor Ride, Inc. in Columbia, MD is seeking a Director of Operations to lead program operations, oversee the call center and ride coordination, and ensure reliable, passenger-focused service for older adults.

You will manage staff, guide data-driven planning, coordinate with executive leadership, and advance growth with volunteers and partners while strengthening technology, cybersecurity, and financial reporting.