Public Comment & Customer Experience Program Lead

HDR

Dallas (TX)

On-site

USD 120,000 - 160,000

Full time

14 days+

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Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to design, implement, and lead a scalable public comment response program for North America infrastructure projects. You will develop response protocols, governance, CRM workflows, and staffing models in collaboration with HDR’s Strategic Communications and project teams.

The ideal candidate has a strong background in customer experience, contact center operations, and stakeholder response programs, with hands-on experience

Qualifications

Bachelor's degree in related field required.
A minimum of 5 years related experience.
Experience leading customer service operations or customer experience programs.
Experience implementing CRM systems or workflow automation.
Experience with Zoho CRM preferred.

Responsibilities

Lead HDR's Public Comment Response Program.
Develop standard operating procedures for comments and inquiries.
Create governance structures for consistent responses across projects.
Build scalable CRM workflows and dashboards.
Train staff to maintain CRM databases and quality control.

Skills

Customer service ops

Customer experience mgmt

CRM systems

Zoho CRM

Quality assurance

Escalation management

Process improvement

Stakeholder engagement

Team leadership

Data analysis

Education

Bachelor's degree in related field

Tools

Zoho CRM

PowerPoint

Word

Project

Visio

Excel

Job description

The ideal candidate has a strong background in customer experience, contact center operations, and stakeholder response programs, with hands-on experience

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