Public Comment & Customer Experience Program Manager

Fashion Institute of Design & Merchandising; Dallas (TX); In loco; USD 110.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

Employee-owned culture

Descrizione del lavoro

HDR is seeking a Program Manager for Customer Relations & Comment Management to design and manage a scalable public comment response program across North America. You will develop governance, QA processes, and CRM workflows to support infrastructure projects and engage with project coordinators and subject matter experts.

The role collaborates with Strategic Communications professionals and project teams to ensure transparent, risk-aware public engagement across a diverse portfolio and requires

Competenze

• Bachelor's degree in related field.
• 5+ years in customer service operations or related field.
• Experience with CRM systems and Zoho CRM.
• Proven ability to lead teams and manage service delivery.
• Strong analytical and data presentation skills.
• Ability to design governance and QA programs.
• Experience with regulated or politically sensitive initiatives preferred.
• Knowledge management for response libraries and AI-assisted drafting tools.

Mansioni

• Build and lead HDR's Public Comment Response Program.
• Develop SOPs, response protocols, and QA processes.
• Create governance structures for consistency across projects.
• Scale program to support multiple concurrent infrastructure projects.
• Train communications specialists to use CRM databases.
• Develop onboarding, training, and quality control programs.
• Foster a culture of customer service excellence and continuous improvement.
• Other duties as assigned.
• Partner with project managers and communications teams to support engagement goals.
• Advise project teams on stakeholder concerns and response strategies.
• Participate in proposal development and client presentations.

Conoscenze

Customer service leadership

CRM programs

Stakeholder management

Public comment management

Process improvement

Team leadership

Governance concepts

AI-assisted drafting tools

Formazione

Bachelor's degree in related field

Strumenti

Zoho CRM

Microsoft PowerPoint

Microsoft Excel

Microsoft Word

Microsoft Project

Visio

Descrizione del lavoro

HDR is seeking a Program Manager for Customer Relations & Comment Management to design and manage a scalable public comment response program across North America. You will develop governance, QA processes, and CRM workflows to support infrastructure projects and engage with project coordinators and subject matter experts.

The role collaborates with Strategic Communications professionals and project teams to ensure transparent, risk-aware public engagement across a diverse portfolio and requires