Public Comment & Stakeholder Experience Program Manager

HDR; Kansas City (MO); On-site; USD 90,000 - 130,000; Full time

Job summary

HDR is seeking a Customer Relations & Comment Management Program Manager to establish a scalable public comment response program supporting infrastructure projects across North America. The role will design, implement, and manage timely, accurate responses to public inquiries during planning, permitting, construction, and operations.

The successful candidate will bring expertise in customer experience, contact center operations, stakeholder response management, or constituent services and will

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, merge 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

Responsibilities

• Program Development & Leadership: Build and lead HDR's Public Comment Response Program.
• Develop SOPs, response protocols, and QA processes.
• Create governance structures for consistent responses across projects.
• Scale the program to support multiple concurrent projects.
• Train staff to use CRM and maintain data quality.
• Onboarding, training and quality‑control programs.
• Foster a culture of customer service excellence.
• Other duties as assigned.
• Comment Management Operations: Design workflows for inquiries via websites, forms, email and meetings.
• Develop escalation pathways for sensitive issues.
• Create response templates, knowledge libraries, and decision trees.
• Monitor response quality and timeliness.
• Technology & Systems: Evaluate and optimize CRM and comment platforms; enhance Zoho processes.
• Develop dashboards and reporting tools; provide actionable insights.
• Explore AI and automation with accountability.
• Strategic Communications Support: Partner with project managers to support engagement goals.
• Advise on stakeholder concerns and response strategies.
• Participate in proposals and client presentations.

Skills

Customer experience

CRM operations

Stakeholder engagement

Quality assurance

Data analysis

Project coordination

Education

Bachelor's degree

Tools

Zoho CRM

Excel

PowerPoint

Job description

HDR is seeking a Customer Relations & Comment Management Program Manager to establish a scalable public comment response program supporting infrastructure projects across North America. The role will design, implement, and manage timely, accurate responses to public inquiries during planning, permitting, construction, and operations.

The successful candidate will bring expertise in customer experience, contact center operations, stakeholder response management, or constituent services and will