Public Comment & Customer Experience Program Lead

HDR; Lincoln (NE); On-site; USD 90,000 - 130,000; Full time

Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program that supports infrastructure projects across North America. The role involves designing, implementing, and running a defensible customer experience process with CRM workflows and governance. You will work with HDR’s Strategic Communications team and project managers to ensure consistent, timely responses to inquiries and comments.

Qualifications

• Bachelor's degree in related field.
• Minimum of 5 years related experience.
• Strong Microsoft PowerPoint, Word, Project and Visio skills.
• Expert Microsoft Access and Excel skills.

Responsibilities

• Lead the Public Comment Response Program and establish governance.
• Develop SOPs, response protocols, and QA processes.
• Create CRM workflows, dashboards, and reporting tools.
• Train communications specialists on CRM platforms and templates.
• Partner with project teams to support engagement goals.

Skills

Customer service

CRM workflows

Stakeholder management

Data analysis

Proposal support

Education

Bachelor's degree

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 that supports infrastructure projects across North America. The role involves designing, implementing, and running a defensible customer experience process with CRM workflows and governance. You will work with HDR’s Strategic Communications team and project managers to ensure consistent, timely responses to inquiries and comments.