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Added 8 mins ago
Gestionnaire SSE – Projets d’infrastructures électriques/ HSE Manager – Power Infrastructure Projects
Hitachi Energy
Montreal, QC
Full-time
De l’appel d’offres et de la préparation du site jusqu’à la construction, l’installation et la mise en service, vous gérerez les activités SSE des projets, soutiendrez les stratégies…
Added 8 mins ago
Senior Project Manager – Mechanical (Plumbing & Pipe fitting)
Fuze HR Solutions
Rocky View No 44, AB · Rocky View County, AB
Full-time
A well-established and growing organization in the mechanical construction industry is seeking a Senior Project Manager to lead complex projects in plumbing, and piping systems.
Added 8 mins ago
Lead Mechanical Engineer
Insight Global
Calgary, AB
$80 to $90 CAD / hour
Contract
The Lead Mechanical Engineer will work closely with EPC contractors, equipment vendors, operations and maintenance teams, and project stakeholders to review designs, support procurement…
Added 9 mins ago
Marketing Coordinator
Urbandale Corporation
Ottawa, ON
For more than 40 years, Urbandale Construction has built some of Ottawa’s most respected homes and communities. We are known for thoughtful design, high-performance construction and a…
Added 9 mins ago
Manager, Design & Store Planning
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
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Partner with Real Estate Design, Real Estate, Regional Construction, Project Management, and Retail Operations to ensure project plans reflect company objectives.
Added 37 mins ago
Project Estimator
Diesel Overhead Doors Inc.
Calgary, AB
Full-time
…property managers, and business owners on everything from new construction to service and replacement. We're growing and looking for an experienced Estimator / Project Manager to run…
Added 37 mins ago
Project Estimator
Diesel Overhead Doors Inc.
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Full-time
…property managers, and business owners on everything from new construction to service and replacement. We're growing and looking for an experienced Estimator / Project Manager to run…
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Senior Project Manager
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Work alongside the lead estimator to review bid sheets and project proposals, providing input on the structure and subcontractor selection.
Added 37 mins ago
Principal Geotechnical Engineer
AtkinsRéalis
Toronto, ON
Full-time
Lead and manage geotechnical projects in accordance with approved scopes of work, budgets, schedules, reporting requirements, and client agreements.
Added 37 mins ago
SAP FICO Manager (ERP Transformation)
Tarkett Sports
Toronto, ON
Full-time
Soyez le Champion de votre avenir avec Tarkett Sports. Joignez-vous à un chef de file mondial en construction sportive et revêtement de surfaces sportives.
Added 37 mins ago
Geotechnical Project Manager
AtkinsRéalis
Ottawa, ON
Full-time
We are currently seeking a dynamic, growth-focused Geotechnical Project Manager (P.Eng.) to join our Geotechnical Practice in Ontario. This role is based out of Ottawa, ON or Vaughan, ON,…
Added 37 mins ago
Geotechnical Project Manager
AtkinsRéalis
Ottawa, ON
Full-time
We are currently seeking a dynamic, growth-focused Geotechnical Project Manager (P.Eng.) to join our Geotechnical Practice in Ontario. This role is based out of Ottawa, ON or Vaughan, ON,…
Added 37 mins ago
Principal Geotechnical Engineer
AtkinsRéalis
Toronto, ON
Full-time
Lead and manage geotechnical projects in accordance with approved scopes of work, budgets, schedules, reporting requirements, and client agreements.
Added 37 mins ago
Electrical Engineer P.Eng.
The JNE Group of Companies
Hamilton, ON
$63,000 to $101,000 CAD / year
Full-time
…Merrillville, Indiana. We provide engineering, procurement, construction support, and project management services to industrial clients across North America and around the…
Added 37 mins ago
SAP FICO Manager (ERP Transformation)
Tarkett Sports
Montreal, QC
Full-time
Soyez le Champion de votre avenir avec Tarkett Sports. Joignez-vous à un chef de file mondial en construction sportive et revêtement de surfaces sportives.
Added 37 mins ago
Business Development & Partnerships Manager
House West Developments
Vancouver, BC
Full-time
…advisory, owner’s representation, development management, and construction management services. It supports projects from initial concept through to completion, providing strategic guidance…
Added 1 hour ago
Assistant Superintendent
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
Full-time
The project will strengthen Ontario’s economy by supporting an estimated 1,500 jobs at the peak of construction.
Added 1 hour ago
Environmental Project Coordinator – Hazardous Materials (Hazmat)
Stoakley-Stewart Consultants Ltd.
Waterloo, ON
Full-time
…industrial, and residential clients on projects involving asbestos, lead, mould, silica, mercury, PCBs, and other designated…
Added 1 hour ago
Environmental Consultant, Hazardous Material (HAZMAT)
Stoakley-Stewart Consultants Ltd.
Mississauga, ON
Full-time
Reporting to Senior Project Managers and the Operations Manager, you will support and lead hazardous materials projects from initiation through completion. Responsibilities include…
Added 1 hour ago
VDC Services Specialist
EllisDon
Calgary, AB
Full-time
Track billable hours against scope in the project accounting system, surface scope variations early, and flag potential change-order conditions to the engagement lead.
Added 1 hour ago
Director, Capital Delivery
Infrastructure Ontario
Toronto, ON
Reporting to the Vice President, Capital Delivery, this role provides leadership across multiple concurrent design and construction projects and is accountable for portfolio outcomes…
Added 1 hour ago
Senior Procurement Advisor
Saskatchewan Research Council
Saskatoon, SK
Full-time
This role provides senior professional procurement advice and independently manages a broad range of project-based and operational procurement activities across SRC. The successful…
Added 1 hour ago
Senior Electrical Engineer, Power Systems
EAMEC CANADA INC.
Calgary, AB
Full-time
Lead and execute electrical engineering activities on assigned projects or defined project scopes.
Added 1 hour ago
Regional Lead - East & West
EnVision Consultants Ltd.
Pickering, ON · Hamilton, ON
Full-time
The Regional Lead role combines regional leadership, business development, and technical project delivery responsibilities, with a strong focus on growing EnVision’s presence within the…
Added 1 hour ago
Account Manager
Barricades and Signs
Rocky View No 44, AB · Rocky View County, AB
Full-time
Interpret tender documentation for accurate project quoting and management

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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