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Added 12 mins ago
Business Solutions Manager, Occupational Health & Specialty
Lifemark Health Group
Brampton, ON
$100,000 to $120,000 CAD / year
Full-time
The Business Solutions Manager serves as the primary strategic partner between Occupational Health and Specialty Programs and the Technology and Analytics organization. Reporting to the…
Added 12 mins ago
Business Solutions Manager, Occupational Health & Specialty
Lifemark Health Group
Toronto, ON · North York, ON
$100,000 to $120,000 CAD / year
Full-time
The Business Solutions Manager serves as the primary strategic partner between Occupational Health and Specialty Programs and the Technology and Analytics organization. Reporting to the…
Added 12 mins ago
Assistant Manager
Compass Group Canada
Alliston, ON
Full-time
…Further details regarding our total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a requirement for this role.…
Added 12 mins ago
Registered Dietician , Cornwall Ontario (Contract)
Compass Group Canada
Toronto, ON · Greater Toronto Area, Canada
Full-time
You will be responsible for assisting the Manager to ensure the effective overall functioning of the Food and Nutrition Services Department.
Added 13 mins ago
Pharm D Degree
HealthCareersInSask.ca
Regina, SK
Part-time
Job Description: Reporting to the Manager, the Pharmacist-PharmD-Degree is committed to the integration of knowledge and skill in the provision of quality, client-focused pharmacy services…
Added 13 mins ago
Integrated Mission Manager
The Salvation Army Canada and Bermuda Territory
Salmon Arm, BC · New Hope Community Church - Salmon Arm- Family Services
Full-time
The role will plan, develop, organize, and give oversight to corps-operated Community Services facilities and programs, and is responsible for mission integration within the MU (meeting…
Added 28 mins ago
Human Resources Business Partner
OSL Retail Services Inc
Mississauga, ON
Other
At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by…
Added 28 mins ago
Manager of Public Affairs
Karis Disability Services
Waterloo, ON
Full-time
At Karis Disability Services, we believe every person belongs and has the opportunity to thrive. We are seeking a strategic and relationship-focused Manager of Public Affairs to lead our…
Added 28 mins ago
Personal Support Manager
CarePartners
Sudbury, ON · Elliot Lake, ON
Full-time
We are currently looking for someone to join our dynamic Leadership Team in the role of Personal Support Manager. The primary role of the Personal Support Manager is to provide effective…
Added 43 mins ago
Senior Program Manager
Jack Morton Worldwide
Oakville, ON
This is a place where curiosity drives what’s next, boldness raises the bar, and every win is shared. Where ownership is expected, egos are left at the door, and the work reflects the…
Added 1 hour 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 1 hour 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 1 hour ago
Contract Manager
AtkinsRéalis
Toronto, ON
Full-time
…future for our planet and its people. We are hiring a Contract Manager to join our…
Added 1 hour ago
Contract Manager
AtkinsRéalis
Toronto, ON
Full-time
…future for our planet and its people. We are hiring a Contract Manager to join our…
Added 1 hour ago
Consumer Operations Support Specialist
TransUnion
Toronto, ON · Burlington, ON
Full-time
Provide leadership and operational support to the team in the absence of the manager, including workload management, queue oversight, escalation handling, stakeholder communication, and…
Added 1 hour ago
Primary Health Care Manager Northeast 1
HealthCareersInSask.ca
La Ronge, SK
Full-time
Department: Community Health Services Administration
Added 1 hour ago
Manager
HealthCareersInSask.ca
Saskatoon, SK
Full-time
Job Description: The Manager, Health Services, is a key leader in Saskatchewan health care, partnering with system leaders to achieve our province’s healthcare goals. Reporting to the…
Added 1 hour ago
Senior Fertilizer Operations & Maintenance Operator
UFA Co-operative Ltd.
Ponoka, AB
Reporting to the Operations Manager, the Sr. Fertilizer Operations & Maintenance Operator supports the safe, reliable and efficient operation of the fertilizer facility, mobile equipment…
Added 1 hour ago
Procurement Analyst (Part-time, 1 Year Contract)
Magellan
Kitchener, ON
Part-time
Follow up with requesting manager or department to ensure the goods or services are of the quality expected, and notes whether the vendor should be used again.
Added 1 hour ago
Senior Accounts Payable Specialist
OSL Retail Services Inc
Mississauga, ON
Other
At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by…
Added 1 hour ago
Strategic Projects Specialist
Karis Disability Services
Waterloo, ON
Full-time
At Karis Disability Services what you do matters. Since 1965, our team has come alongside people with developmental disabilities, and their families, to celebrate each person’s unique gifts…
Added 1 hour ago
Strategic Projects Specialist
Karis Disability Services
Waterloo, ON
Full-time
At Karis Disability Services what you do matters. Since 1965, our team has come alongside people with developmental disabilities, and their families, to celebrate each person’s unique gifts…
Added 1 hour ago
(sr) Branch Service Manager/Gestionnaire de succursale, Service (Maritimes)
Konica Minolta Business Solutions Canada
Dartmouth, NS
Full-time
As a Branch Service Manager, you will play a key role in:
Added 1 hour ago
Fleet Administrator
Cormorant Utility Services
Cambridge, ON
…business requirements and performance. Reporting to the Fleet Manager, this role works closely with Fleet, Operations, Finance, Safety, Procurement, Payroll, project teams, drivers,…
Added 1 hour ago
Property Manager
BGIS
Markham, ON
Full-time
The Property Manager position supports and assists in the management of commercial real estate in accordance with the Management Agreements. The Property Manager is involved in all aspects…

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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