Client Relationship Manager

Neighbor Ride, Inc. / Columbia, Maryland

Permanent, Full-time (34 hours/week), in-office position

Posted August 2026

Closing Date:
When Filled

Neighbor Ride is a nonprofit, supplemental transportation provider, serving Howard

County’s older adult population since 2004.

Our Mission:
Neighbor Ride enhances the health and quality of life of Howard County’s seniors providing the comfort and peace of mind of affordable, passenger-focused transportation services through a reliable, volunteer-based system.

Our Vision:
To continue and expand Neighbor Ride’s unique capability to offer local transportation that benefits the health and well-being of Howard County’s seniors and strengthens the community as a whole.

Since our founding in 2004, Neighbor Ride has provided over 287,000 trips for Howard County’s older adult population, powered by the simple volunteer model of neighbor helping neighbor. Transportation is coordinated and provided by volunteer drivers and volunteer ride coordinators and is available daytime and evenings, seven days a week, to destinations within 35 miles of clients' homes.

Neighbor Ride decreases isolation and improves the quality of life of Howard County’s older adults by providing transportation for medical appointments, faith-based services, social outings, fitness activities, classes, volunteer and work obligations, shopping, and other needs. Neighbor Ride removes a key barrier to health care and preventive services and ensures the continued well-being and dignity of older adults, enabling them to remain active, independent, and connected to the community.

The Client Relationship Manager is a new, dedicated role focused on the passenger side of Neighbor Ride’s mission — building and maintaining high-touch relationships with the clients Neighbor Ride serves. This role supports the Strategic Plan’s goal to reach and grow the passenger base and improve ridership by ensuring current and prospective riders feel known, supported, and heard. The Client Relationship Manager reports to the Director of Operations and works in close, day-to-day collaboration with the Volunteer Manager, and provides marketing and communications support to the Strategic Development Director.

Role includes 4 days a week in office (7-8 hours per day) with remote after-hours client/volunteer support in evenings/weekends (2-3 hours per week on average)

This position may be well suited to a talented, experienced volunteer transitioning into a paid staff role.

• Call Center Supervision:
  Manage the call center 4 days each week including the Ride Coordinators (call center volunteers), while also helping process ride requests, answer passenger questions, and troubleshoot day-to-day scheduling issues. Serve as point of escalation for ride coordinators for any issues with clients or volunteer drivers. Responsible for scheduling and training of ride coordinators.
• Data & Documentation:
  Maintain accurate, up-to-date passenger records in Neighbor Ride’s scheduling/database system, supporting the organization’s broader client accounting, data, and reporting needs.
• Passenger Relationships:
  Engage directly and consistently with passengers in a high-touch way — by phone and in person — to build and maintain relationships, understand their needs, and ensure they feel supported as part of the Neighbor Ride community. Be knowledgeable and share information about additional aging resources available in the community.
• Gathering Input:
  Proactively gather feedback and input from passengers about their experience, satisfaction, and unmet needs, and relay themes and concerns to the Director of Operations. Manage and modify (as needed) client processes (including new client sign-up, ongoing servicing, account closing, etc.)
• Onboarding New Passengers:
  Help welcome and orient new and prospective riders to Neighbor Ride’s services, eligibility, and how to request rides — supporting growth of the active passenger base, including outreach to underserved segments of the aging population.
• Cross-Team
  
  Collaboration:
  
  Collaborate closely with the Volunteer Manager to help ensure smooth operations between volunteer…