Public Comment & Customer Experience Program Lead

HDR; St. Louis (MO); Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

HDR seeks a seasoned Customer Relations & Comment Management Program Manager to design and manage a scalable public comment response program for North American infrastructure projects. You will develop governance, SOPs, QA, and CRM workflows while coordinating with HDR's strategic communications professionals.

You will lead training for communications staff, implement reporting dashboards, and partner with project managers to meet engagement goals. HDR values inclusion and employee ownership.

Formación

• 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.
• An attitude and commitment to being an active participant of our employee-owned culture is a must.

Responsabilidades

• Program Development & Leadership.
• Build and lead HDR's Public Comment Response Program.
• Develop standard operating procedures (e.g. sensitive issues, media inquiries, and regulatory comment periods), response protocols, and quality assurance processes.
• Create governance structures supporting consistent responses across projects and geographies.
• Build a scalable program capable of supporting multiple concurrent infrastructure projects.
• Train communications specialists to use and assist in maintaining CRM databases.
• Develop onboarding, training, and quality control programs.
• Foster a culture focused on customer service excellence and continuous improvement.
• Other duties as assigned.

Conocimientos

Zoho CRM

CRM systems

Workflow automation

Excel

PowerPoint

Word

Project

Visio

Interpersonal skills

Data analysis

Educación

Bachelor's degree in related field

Herramientas

Zoho CRM

Descripción del empleo

HDR seeks a seasoned Customer Relations & Comment Management Program Manager to design and manage a scalable public comment response program for North American infrastructure projects. You will develop governance, SOPs, QA, and CRM workflows while coordinating with HDR's strategic communications professionals.

You will lead training for communications staff, implement reporting dashboards, and partner with project managers to meet engagement goals. HDR values inclusion and employee ownership.