Public Comment & Customer Experience Program Lead

HDR; Salt Lake City (UT); On-site; USD 120,000 - 170,000; Full time

Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a scalable public comment response program for infrastructure projects across North America. You will design governance, response templates, and QA processes while leading CRM workflows and cross-functional collaboration with Strategic Communications, project managers, and clients.

The role requires strong experience in customer experience management, contact center operations, stakeholder response

Qualifications

• 5 years+ in leading customer service operations or related field.
• Experience building programs from concept to implementation.
• Experience with CRM systems and workflow automation.
• Knowledge management to build response libraries and AI-assisted drafting tools.

Responsibilities

• Develop and lead HDR's Public Comment Response Program across multiple projects.
• Create SOPs, governance, QA processes, and CRM workflows for consistent responses.
• Design workflows for inquiries via websites, forms, email, surveys, and public meetings.
• Evaluate and optimize CRM platforms; build dashboards and reporting tools.

Skills

Customer service operations

CRM systems

Stakeholder management

Team leadership

Quality assurance

Education

Bachelor's degree in related field

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 for infrastructure projects across North America. You will design governance, response templates, and QA processes while leading CRM workflows and cross-functional collaboration with Strategic Communications, project managers, and clients.

The role requires strong experience in customer experience management, contact center operations, stakeholder response