Public Comment & Customer Experience Program Lead

HDR; Austin (TX); On-site; USD 120,000 - 170,000; Full time

Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program for infrastructure projects across North America. You will design, implement, and manage a customer experience program with timely, accurate, and defensible responses to inquiries from planning through operations.

The role requires expertise in customer experience, contact center operations, stakeholder response, and will partner with HDR’s Strategic

Qualifications

• 5+ years leading customer service operations or related field.
• Experience building operational programs from concept to implementation.
• Strong analytical and reporting skills.
• Experience with CRM systems and workflow automation.

Responsibilities

• Lead HDR's Public Comment Response Program and establish governance structures.
• Develop SOPs for sensitive issues, media inquiries, and regulatory comment periods.
• Design CRM workflows, response templates, and knowledge libraries.
• Monitor quality, timeliness, and consistency of responses; ensure defensible outcomes.
• Collaborate with project managers and communications teams to support engagement goals.

Skills

Customer service leadership

Stakeholder engagement

Public comment response

Education

Bachelor's degree in related field

Tools

Zoho CRM

Job description

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program for infrastructure projects across North America. You will design, implement, and manage a customer experience program with timely, accurate, and defensible responses to inquiries from planning through operations.

The role requires expertise in customer experience, contact center operations, stakeholder response, and will partner with HDR’s Strategic