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Added 25 mins ago
Security & Life Safety Manager
CBRE
Toronto, ON
Full-time
…Division and Community Response Unit), PATH-COMM, emergency services, Metrolinx, TTC and municipal authorities to support a safe, secure, and welcoming environment across all…
Added 25 mins ago
Senior Project Engineer, Generation
ATCO Electric
Whitehorse, YT
Full-time
…consistently recognized. Here you will have opportunities to lead initiatives with your technical expertise and will be propelled to take responsibility and embrace challenge. It’s part of…
Added 55 mins ago
Solutions Designer – Senior - RQ11503
S M Software Solutions Inc
Toronto, ON
Internship
We are seeking an experienced Solutions Designer – Senior to support the Ministry of Public and Business Service Delivery and Procurement on enterprise-level technology initiatives. The…
Added 55 mins ago
Solutions Designer – Senior - RQ11503
S M Software Solutions Inc
Toronto, ON
Internship
We are seeking an experienced Solutions Designer – Senior to support the Ministry of Public and Business Service Delivery and Procurement on enterprise-level technology initiatives. The…
Added 55 mins ago
Solutions Designer – Senior - RQ11503
S M Software Solutions Inc
Toronto, ON
Internship
We are seeking an experienced Solutions Designer – Senior to support the Ministry of Public and Business Service Delivery and Procurement on enterprise-level technology initiatives. The…
Added 1 hour ago
Senior Project Engineer, Generation
ATCO Group
Whitehorse, YT
Full-time
…consistently recognized. Here you will have opportunities to lead initiatives with your technical expertise and will be propelled to take responsibility and embrace challenge. It’s part of…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Temporary
…resident care plans, evaluate outcomes, and act as a resource to support the work of RCAs and…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Part-time
…interventions, evaluate resident outcomes, and act as a resource to support the care…
Added 1 hour ago
Licensed Practical Nurse (LPN), Groundspring Primary Care - Lily's Community Health Center
VitalHires
Vancouver, BC
Other
About Community Health Centers (CHC): CHCs offer clinic services, referral services, support groups, therapy and ambulatory nutrition care, and a full range of addiction and mental health…
Added 1 hour ago
Radiological Technologist (P2A) Computed Tomography
VitalHires
Vancouver, BC
Other
…health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Temporary
…health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these…
Added 1 hour ago
Licensed Practical Nurse (LPN) - Long Term Care
VitalHires
Vancouver, BC
Full-time
This includes activities such as assessing, planning, implementing, evaluating and documenting client care, and providing support to clients and their families.
Added 1 hour ago
Mental Health Nurse - Registered Nurse (RN)/ Registered Psychiatric Nurse (RPN) - Acquired Brain Injury (ABI) Transitional Housing
VitalHires
Vancouver, BC
Part-time
Provide individualized direct nursing care and brokerage services to clients with severe mental illness, concurrent disorders, or dementia. Collaborate with interdisciplinary teams to…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
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Vancouver, BC
Full-time
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Full-time
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Temporary
…health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Part-time
…care plans, collaborate with the interdisciplinary team, and support the work of LPNs and RCAs to ensure high-quality, resident-centered…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Part-time
Added 1 hour ago
Community Liaison Worker, Groundspring Primary Care - Lily's Community Health Center
VitalHires
Vancouver, BC
Other
Education & Experience Completion of Grade 12, plus completion of Welfare Aid or Social Services Certificate from a recognized college and one (1) to two (2) years' experience working with…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Temporary
…Coordinate clinical interventions, evaluate resident outcomes, and support the work of other nursing staff to ensure high-quality, resident-centered…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Temporary
…outcomes. They act as a resource for the interdisciplinary team and support the work of LPNs and RCAs to ensure high-quality…
Added 1 hour ago
Registered Nurse (RN) / Registered Psychiatric Nurse (RPN) - Long Term Care
VitalHires
Vancouver, BC
Full-time
…health care workers working in publicly-funded health care facilities are required to report their past receipt of certain vaccines or history of certain infections. Collecting these…
Added 1 hour ago
Sr. Analyst, Capital Markets & Treasury
Brookfield
Toronto, ON
Full-time
Lead liquidity forecasting across the public and private platforms, providing clear variance analysis and commentary to support senior management decision-making;
Added 1 hour ago
Licensed Practical Nurse (LPN) - Long Term Care
VitalHires
North Vancouver, BC
Temporary
…client care within an interdisciplinary team. They also provide support to clients and their families while maintaining clinical competence according to BCCNM…
Added 1 hour ago
Licensed Practical Nurse (LPN) - Long Term Care
VitalHires
Vancouver, BC
Part-time
…and documenting client care within an interdisciplinary team. Support Registered Nurses in caring for clients with complex needs or unpredictable…

HDR

Customer Relations & Comment Management Program Manager

Toronto, ON, Canada

Job type: Full-time
Apply by: Mar 28, 2027
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.

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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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