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Added 14 mins ago
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HDR

Customer Relations & Comment Management Program Manager

Toronto, ON, Canada
Richmond Hill, ON, Canada
Vancouver, BC, Canada
Calgary, AB, Canada

Job type: Full-time
Experience: A minimum of 5 years related experience
Posting language: English
Posted: Sep 29, 2026

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Original job description

At HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves: What is our impact on the world?

Watch Our Story:' https://www.hdrinc.com/our-story'

Each and every role throughout our organization makes a difference in our ability to change the world for the better. Read further to learn how you could help make great things possible not only in your community, but around the world.

At HDR, our employee‑ownership model shapes everything we do, including how we support and care for our people. Our diverse service lines, including Water, Architecture, Building Engineering Services, Field Services, Power, Waste, Industrial, and Transportation reflect our commitment to shaping resilient, sustainable, and forward‑thinking communities around the world. Across these disciplines, our teams design and deliver solutions that safeguard public health, enhance quality of life, power innovation, and drive responsible growth. Whether advancing clean water, creating healing and learning environments, engineering next‑generation facilities, or building the infrastructure that moves people and energy, our work is rooted in technical excellence and a shared sense of purpose. Our employee‑owners collaborate across specialties, combining creativity, precision, and deep expertise to solve the most complex challenges facing our clients and communities.

Customer Relations & Comment Management Program Manager Job Description:

HDR is seeking a Customer Relations & Comment Management Program Manager to establish and manage a public comment response and tracking program that supports infrastructure projects across North America. This individual will design, implement, and manage a scalable customer experience program that provides timely, accurate, and defensible responses to public inquiries, comments, and concerns received during project 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 apply those skills to support transportation, energy, water, environmental, and community infrastructure projects. They will develop response protocols, governance frameworks, quality assurance programs, CRM workflows, reporting systems, and staffing models while working directly with a network of project coordinators and subject matter experts.

This role will partner closely with HDR’s Strategic Communications professionals, project managers, technical experts, and clients for consistent, transparent, and risk-aware public engagement across a diverse portfolio of projects.

Key Responsibilities

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.

Comment Management Operations

Design workflows for managing inquiries and comments received through websites, contact forms, email, surveys, interactive maps, public meetings, open houses, 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.

Technology & Systems

Evaluate, administer, and optimize CRM and comment management platforms.
Improve existing Zoho-based processes and recommend alternative technologies where appropriate.
Develop dashboards and reporting tools that provide project teams and clients with actionable insights.
Evaluate opportunities to use AI and automation while maintaining quality and accountability.

Strategic Communications Support

Partner with project managers and communications teams to support project engagement goals.
Advise project teams on stakeholder concerns, emerging issues, and response strategies.
Participate in proposal development and client presentations.

Preferred Qualifications

10 years of experience in leading customer service operations, customer experience management, contact center leadership, constituent services, stakeholder response programs, or a related field.
Experience building operational programs from concept to implementation.
Demonstrated success managing teams and service delivery performance.
Experience implementing CRM systems, workflow automation, or customer service technologies.
Experience with Zoho CRM.
Strong understanding of quality assurance, escalation management, and process improvement.
Experience supporting highly visible, regulated, or politically sensitive initiatives preferred.
Knowledge management skills to build response libraries, approved language banks, FAQ repositories, AI-assisted drafting tools, etc.

Required 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

What We Believe
HDR is our company. Together, we build on each other's life experiences and perspectives to make great things possible every day. This shapes our collaborative culture, encourages organizational trust and connects us closer to the clients and communities we serve.

Our Commitment
As employee owners, we all have a role in creating an inclusive environment where each of us is welcomed, valued, respected and empowered to bring our authentic selves to work every day.

Our eight Employee Network Groups (Asian Pacific, Black, Hispanic/Latino(a), LGBTQ+, People with Disabilities, Veterans, Women, Young Professionals) help create a sense of belonging and foster a supportive environment where everyone is empowered to engage and contribute. Each group has an executive sponsor and is open to all employees.

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More about this job

Responsibilities

The Program Manager will design and lead a scalable public comment response and tracking program for infrastructure projects across North America. They will develop governance frameworks, response protocols, and CRM workflows while collaborating with project teams and stakeholders to ensure consistent and transparent communication.

Requirements

Candidates must have a bachelor's degree and at least 5 years of related experience, with a preference for 10+ years in customer service or stakeholder response management. Strong analytical skills, proficiency in Microsoft Office, and experience with CRM systems are required.

Skills

Contact center operations
CRM systems
Zoho CRM
Quality assurance
Process improvement
Project management
Strategic communications
Data analysis
Escalation management
Knowledge management
Workflow automation
Public engagement
Technical writing
Reporting

Benefits

Employee-ownership model
Inclusive environment
Employee network groups

Visa sponsorship

Not detected in the job text

Keywords

Customer Relations
Comment Management
Infrastructure Projects
Public Engagement
CRM
Zoho CRM
Strategic Communications
Quality Assurance
Governance Frameworks
Stakeholder Management
Data Analysis
Workflow Design
Escalation Pathways
Knowledge Management
AI Automation
Project Planning
Permitting
Construction
Operations
Reporting Tools
Microsoft Office
Microsoft Access
Microsoft Excel
Microsoft Visio
Constituent Services
Regulatory Compliance
Public Inquiries
Employee-owned
Program Management
Customer Service Excellence

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