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Added 1 min ago
Co-Founder & CEO - AI-Native Residential Appraisals for Mortgage Lenders
FutureSight
Canada
Internship
Customer Development - Lead pilots with independent mortgage banks and private lenders, convert them to paid engagements, secure approved-panel status, and build the go-to-market motion
Added 4 mins ago
Gestionnaire de l'Assemblage au Développement / Development Build Manager
Pratt & Whitney
Longueuil, QC
Full-time
Baccalauréat en génie et un minimum de 15 ans d’expérience OU maîtrise et un minimum de 12 ans d’expérience. Des combinaisons d’études et expériences alternatives seront considérées.
Added 4 mins ago
Technology and Facility Support Specialist- UCalgary Continuing Education
University of Calgary
Calgary, AB
Part-time
Minimum 2 years of Customer service, Facilities or IT support experience, with the ability to learn and adapt variety of tasks.
Added 4 mins ago
Senior AI Business Analyst
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Canada
Contract
Create future-state business process designs that leverage AI to improve efficiency, quality, customer experience, and decision-making.
Added 4 mins ago
Vice President Finance
AML Oceanographic Ltd.
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Full-time
We've come a long way. AML has 52 years of experience designing and building oceanographic instrumentation and we have clocked consistent year-on-year growth of greater than 15%. We have…
Added 4 mins ago
Manager, Actuarial
TD
Toronto, ON
Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 4 mins ago
Product Group Technology Lead II (Secure Onboarding & Identity Proofing (CIAM)
TD
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Full-time
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Added 5 mins ago
Senior Workday Functional Specialist
Fanshawe Toronto@ILAC
London, ON
Full-time
…operations of the College, inclusive of our Student and Staff experience. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based…
Added 5 mins ago
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Relevant work experience in business analysis and process improvement and proven success using analytics, process mapping and analysis, business modelling and statistical analysis to drive…
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Sales Operations Manager
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Full-time · Remote
…from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be - the way we consume and deliver service is…
Added 5 mins ago
Senior Business Development Representative
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Remote, Canada
$60,000 to $75,000 CAD / year
Full-time · Remote
…handed a sequence, a dial target and a list someone else built. Success is measured in meetings booked, whether or not they ever turn into anything, and the pipeline you create disappears…
Added 5 mins ago
Directeur Croissance des Comptes clients-Director, Client Growth (70309772)
Sodexo Canada Ltd
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$110,000 to $140,000 CAD / year
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Added 5 mins ago
Directeur Croissance des Comptes clients-Director, Client Growth (70309772)
Sodexo Canada Ltd
Montreal, QC
$110,000 to $140,000 CAD / year
Full-time
Added 5 mins ago
Director, Client Growth (70309772)
Sodexo Canada Ltd
Calgary, AB · Toronto, Ontario
$110,000 to $140,000 CAD / year
Full-time
…that strengthen partnerships and expand Sodexo's presence. Success is achieved through close collaboration with Operations and business leaders to deliver long-term client value and…
Added 5 mins ago
Director, Client Growth (70309772)
Sodexo Canada Ltd
Vancouver, BC · Toronto, Ontario
$110,000 to $140,000 CAD / year
Full-time
…that strengthen partnerships and expand Sodexo's presence. Success is achieved through close collaboration with Operations and business leaders to deliver long-term client value and…
Added 18 mins ago
Analyst III
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Assist in the development and implementation of operational improvements to streamline procedures and enhance customer service experience.
Added 18 mins ago
Diesel Truck Technician Trainee
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…incumbent will be assigned to a mentor and receive hands-on experience and knowledge in a professional shop environment. In addition, Ryder will have the opportunity to gauge the trainee's…
Added 19 mins ago
Manager, Sourcing - Contract
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…our Retail Stores, Distribution Centres, Draught Services, Customer Experience Centre, and our Corporate Office, we form one large team that is passionate about the beer business. The Beer…
Added 19 mins ago
Assistant Sales Manager
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Mercedes-Benz Boundary is currently seeking a motivated and customer-focused Assistant Sales Manager to support the leadership of our Sales team and contribute to the overall success of the…
Added 19 mins ago
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We are one of the largest tea and coffee manufacturers in North America, with a mission to create a better beverage experience for our customers. As a leading customer solutions provider to…
Added 19 mins ago
OT Senior Systems Engineer
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Lead by example and model behaviors that are consistent with CBRE RISE values. Work to build consensus and convince others to reach an agreement.
Added 19 mins ago
Talent Acquisition Business Partner
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Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.
Added 19 mins ago
Store Crew
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Full-time
…fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and…
Added 19 mins ago
Store Crew
7-Eleven
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Full-time
…fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and…
Added 21 mins ago
Talent Acquisition Business Partner
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
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Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers where your unique contributions drive success.

Closed listing

HDR

Customer Relations & Comment Management Program Manager

Toronto, ON, Canada

Job type: Full-time
Closing date: Mar 28, 2027
Posting language: English
Posted: Sep 29, 2026

This opening has closed.

The original listing is kept below for reference.

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Customer Relations & Comment Management Program Manager
HDR · Toronto, ON, Canada · Richmond Hill, ON, Canada

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Original job description

Archived listing. The details below describe a past opening.

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.

About employer

More about this job

Responsibilities

Establish and lead a scalable public comment response program, including response protocols, governance, quality assurance, staffing, training, and workflows for inquiries across infrastructure projects. Optimize CRM and comment management systems, develop reporting and knowledge resources, and advise project teams on stakeholder concerns and response strategies.

Requirements

The role seeks at least 10 years of experience in customer service operations, customer experience, contact center leadership, constituent services, stakeholder response programs, or a related field. Candidates should have experience building operational programs, managing teams and service performance, implementing CRM or workflow technologies, and applying quality assurance and escalation processes; Zoho CRM and work on sensitive or regulated initiatives are preferred.

Skills

Customer Service Operations
Contact Center Leadership
Public Comment Management
Program Development
CRM Administration
Zoho CRM
Workflow Automation
Quality Assurance
Escalation Management
Knowledge Management
Process Improvement
Strategic Communications
Reporting and Dashboard Development
Team Training

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Contact Center Operations
Constituent Services
Infrastructure Projects
Standard Operating Procedures
Response Protocols
Governance Frameworks
Quality Assurance
Escalation Management
CRM
Zoho CRM
Workflow Automation
Comment Management Platforms
Dashboards
Reporting Systems
Knowledge Libraries
Response Templates
Decision Trees
AI-Assisted Drafting
Customer Service
Strategic Communications
Public Engagement
Regulatory Comment Periods
Process Improvement
Training Programs
Transportation
Energy
Water Infrastructure

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