Public Comment & Customer Experience Lead

HDR; Tyler (TX); Sur place; USD 110 000 - 170 000; Plein temps

Résumé du poste

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program that supports infrastructure projects across North America. You will design, implement, and manage CRM workflows, governance, and staffing models with project coordinators and subject matter experts.

The successful candidate will bring expertise in customer experience, contact center operations, or constituent services, and hands-on CRM experience (Zoho

Qualifications

• Bachelor's degree in related field required.
• 5+ years of experience in leading customer service or related programs.
• Experience building and managing customer experience programs.
• Experience with CRM systems and workflows.
• Experience with Zoho CRM preferred.
• Strong QA, escalation and process-improvement knowledge.

Responsabilités

• Develop and lead the Public Comment Response Program across projects and geographies.
• Create governance structures, SOPs, templates, and knowledge libraries.
• Design CRM workflows, dashboards, and reporting tools for project teams and clients.
• Manage staff onboarding, training, and quality control programs.
• Collaborate with HDR Strategic Communications, project managers, and clients for transparent public engagement.
• Monitor response quality, timeliness, and defensibility of communications.

Connaissances

Customer service operations

Customer experience management

Contact center leadership

Constituent services

Stakeholder response programs

CRM systems

Zoho CRM

Quality assurance

Process improvement

Data analysis

Formation

Bachelor's degree

Outils

Zoho CRM

Description du poste

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program that supports infrastructure projects across North America. You will design, implement, and manage CRM workflows, governance, and staffing models with project coordinators and subject matter experts.

The successful candidate will bring expertise in customer experience, contact center operations, or constituent services, and hands-on CRM experience (Zoho