Public Comment & Customer Experience Program Lead

HDR; Oklahoma City (OK); On-site; USD 90,000 - 140,000; Full time

Job summary

HDR is seeking a Program Manager to establish and lead a scalable Public Comment Response Program across transportation, energy, water, and environmental infrastructure projects. You will design response protocols, governance structures, and QA processes while coordinating with HDR’s Strategic Communications team and project managers.

The role requires leading customer service operations and implementing CRM systems (Zoho) with a focus on quality, accountability, and scalable processes across

Qualifications

• Bachelor's degree in a related field
• Minimum 5 years related experience
• Strong Microsoft PowerPoint, Word, Project and Visio skills
• Expert Microsoft Access and Excel skills
• Ability to obtain, cleanse and analyze data from multiple sources
• Excellent interpersonal and relationship skills
• Self-starter with commitment to employee-owned culture

Responsibilities

• Develop and lead HDR's Public Comment Response Program
• Design SOPs, response protocols, and QA processes
• Create governance structures for consistent responses across projects
• Train communications specialists in CRM databases
• Develop onboarding, training, and quality control programs
• Design workflows for managing inquiries and comments from multiple channels
• Develop escalation pathways for sensitive or high-profile issues
• Evaluate CRM platforms and dashboards and provide actionable insights

Skills

Customer experience management

Team leadership

Stakeholder engagement

Data analysis

Process improvement

Education

Bachelor's degree in related field

Tools

Zoho CRM

CRM platforms

Excel

PowerPoint

Visio

Job description

HDR is seeking a Program Manager to establish and lead a scalable Public Comment Response Program across transportation, energy, water, and environmental infrastructure projects. You will design response protocols, governance structures, and QA processes while coordinating with HDR’s Strategic Communications team and project managers.

The role requires leading customer service operations and implementing CRM systems (Zoho) with a focus on quality, accountability, and scalable processes across