Public Comment & Customer Experience Program Lead

HDR; Des Moines (IA); Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

HDR is seeking a Program Manager to build and lead a Public Comment Response program across North America. You will design response protocols, governance, and QA, and work with project teams to ensure timely, accurate engagement with stakeholders.

The role requires strong CX leadership and CRM experience, including Zoho CRM, to support infrastructure projects. You will collaborate with HDR’s Strategic Communications and project teams, developing templates, dashboards, and AI-assisted drafting

Formación

• Bachelor's degree in related field.
• Minimum 5 years in customer service operations or CX management.
• Experience leading teams and service delivery.
• Experience implementing CRM systems and workflow automation.
• Knowledge of Zoho CRM is preferred.
• Strong QA, escalation, and process improvement abilities.

Responsabilidades

• Develop and lead HDR's Public Comment Response Program.
• Design SOPs for sensitive and regulatory inquiries and establish QA processes.
• Create governance structures for consistent responses across projects.
• Build scalable workflows and onboarding/training programs for staff.
• Maintain CRM databases and provide dashboards for clients.
• Collaborate with project teams and communications to align engagement goals.
• Design escalation pathways for high-profile issues.

Conocimientos

Customer service

CX management

CRM systems

Zoho CRM

Data analysis

Project leadership

Educación

Bachelor's degree

Herramientas

Excel

PowerPoint

Descripción del empleo

HDR is seeking a Program Manager to build and lead a Public Comment Response program across North America. You will design response protocols, governance, and QA, and work with project teams to ensure timely, accurate engagement with stakeholders.

The role requires strong CX leadership and CRM experience, including Zoho CRM, to support infrastructure projects. You will collaborate with HDR’s Strategic Communications and project teams, developing templates, dashboards, and AI-assisted drafting