Public Comment & Customer Experience Program Lead

HDR; Round Rock (TX); On-site; USD 90,000 - 140,000; Full time

Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program across North America. You will design governance, lead a team, and partner with Strategic Communications and project teams to ensure timely, accurate engagement with stakeholders.

You will develop procedures, templates, and dashboards, while overseeing CRM workflows and reporting to support infrastructure projects in transportation, energy, water and

Qualifications

• Bachelor's degree in related field.
• A minimum of 5 years related experience.
• Efficient use of the internet and other electronic and hard copy media for research.
• Strong Microsoft PowerPoint, Word, Project and Visio skills.
• Expert Microsoft Access and Excel skills.
• Strong analytical skills with the ability to compile and present summary level information.
• Ability to obtain, cleanse and analyze data from multiple sources.
• Excellent interpersonal skills and strong relationship, organizational and follow-up skills.
• Self-starter with proven track record of accomplishments.

Responsibilities

• Design workflows for managing inquiries and comments received through websites, contact forms, email, surveys, interactive maps, public meetings and regulatory comment periods.
• Develop escalation pathways for sensitive, technical, legal, political, or high-profile issues.
• Create response templates, knowledge libraries, and decision trees.
• Monitor response quality, accuracy, consistency, and timeliness.
• Evaluate, administer, and optimize CRM and comment management platforms.
• Improve Zoho-based processes and recommend alternative technologies where appropriate.
• Develop dashboards and reporting tools for actionable insights.
• Assist in proposal development and client presentations.

Skills

Customer service ops

Customer experience

CRM systems

Stakeholder management

Team leadership

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 across North America. You will design governance, lead a team, and partner with Strategic Communications and project teams to ensure timely, accurate engagement with stakeholders.

You will develop procedures, templates, and dashboards, while overseeing CRM workflows and reporting to support infrastructure projects in transportation, energy, water and