Public Comment & Customer Experience Program Lead

HDR; El Paso (TX); Presencial; USD 110 000 - 165 000; Tempo integral

Resumo da oferta

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and run a scalable public comment response program for infrastructure projects across North America. You will design, implement, and manage timelined responses to inquiries during planning, permitting, construction, and operations.

The role requires experience in customer experience, contact center operations, or stakeholder services, plus leading teams and building governance, QA, and CRM workflows to support

Qualificações

• Bachelor's degree in a related field.
• Minimum 5 years of related experience in customer service operations or stakeholder response programs.
• Experience leading customer service operations and CRM implementations.
• Experience with Zoho CRM.
• Strong analytical, governance and QA capabilities.

Responsabilidades

• Build and lead HDR's Public Comment Response Program.
• Develop SOPs, response protocols, and QA processes.
• Design CRM workflows and dashboards.
• Train communications specialists on CRM usage.
• Collaborate with project teams and clients on engagement goals.

Conhecimentos

Customer experience leadership

CRM operations

Stakeholder engagement

Team leadership

Process improvement

Formação académica

Bachelor's degree in related field

Ferramentas

Zoho CRM

Descrição da oferta de emprego

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and run a scalable public comment response program for infrastructure projects across North America. You will design, implement, and manage timelined responses to inquiries during planning, permitting, construction, and operations.

The role requires experience in customer experience, contact center operations, or stakeholder services, plus leading teams and building governance, QA, and CRM workflows to support