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Added 8 mins ago
Healthcare Assistant – Portmarnock / Malahide
InisCare
Malahide, ON
Part-time
Reports To: Health Care Supervisor / Branch Manager
Added 8 mins ago
Manager, Marketing & Communications
Take a Hike Foundation
Vancouver, BC
Full-time
Take a Hike Foundation is seeking a Marketing & Communications Manager to become part of our Development Team. We are looking for a seasoned and skilled marketer and digital media expert to…
Added 23 mins ago
Family Practitioner/General Practitioner
Health Match BC
100 Mile House, BC
Internship
100 Mile House Hospital (OMH) is a 16-bed rural community hospital offering emergency, low-risk obstetrics, general medical, and outpatient ambulatory care services. The updated and…
Added 23 mins ago
Physiotherapist I
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
Part-time
Assisted Living Alberta is dedicated to enhancing care in the community, helping people/families be healthy, well and independent in their homes and communities. Edmonton Zone Continuing…
Added 23 mins ago
Family Practitioner/General Practitioner
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100 Mile House, BC
Full-time
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Added 23 mins ago
Registered Nurse
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Part-time
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Added 23 mins ago
Family Practitioner/General Practitioner
Health Match BC
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Full-time
Our clinic is well-staffed and has an Office manager and 3 MOA’s. Each physician will have 1 dedicated office space plus 2 exam rooms. Our clinic is very spacious with recent renovations.…
Added 23 mins ago
Family Practitioner/General Practitioner
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Added 23 mins ago
Family Practitioner/General Practitioner
Health Match BC
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Internship
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Added 23 mins ago
Registered Nurse
Alberta Health Services
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Part-time
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Added 23 mins ago
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Added 23 mins ago
Health Care Aide
Alberta Health Services
Lethbridge, AB
Part-time
…serving the needs of patients and families who require varied services within acute care at Chinook Regional Hospital. Unit 5A 'GARU' programs include ACE (Acute Care of the Elderly), BPSD…
Added 37 mins ago
Old Navy Regional Visual Manager - Canada West
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Full-time
We opened our first store in 1994 in San Francisco and have been on a roll ever since. We cultivate a community of playful personalities that thrive in a fast-paced environment where our…
Added 1 hour ago
Retail Manager - North Bay
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Full-time
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Added 1 hour ago
Family Practitioner/General Practitioner
Health Match BC
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…medical office assistants (MOAs), and a dedicated operational…
Added 1 hour ago
Family Practitioner/General Practitioner
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Penticton, BC
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…medical office assistants (MOAs), and a dedicated operational…
Added 1 hour ago
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
Full-time
…medical office assistants (MOAs), and a dedicated operational…
Added 1 hour ago
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
Full-time
Comprehensive Support: Our clinic provides well-trained staff, an experienced clinic manager, and optional urgent care services with on-site resources.
Added 1 hour ago
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
Full-time
…ranging from 1200 to 4000, providing comprehensive healthcare services to the community. The successful candidate will be responsible for providing high-quality medical care to our…
Added 1 hour ago
Procurement Specialist
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…engaged partner haulers to provide waste management and recycling services and track materials from their source to recycling and composting facilities. Our sustainability experts analyze…
Added 1 hour ago
Landscape Architect I - Green Infrastructure Planning and Design
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Vancouver, BC
…work where you play a key role in ensuring equitable access to services, upholding ethical governance, and supporting the needs of citizens with integrity and…
Added 2 hours ago
Registered Nurse
Alberta Health Services
Bashaw, AB
Part-time
…Home Care program serves a large area of clients including the community of Bashaw and surrounding areas. We work closely with community groups, other health care services in the community…
Added 2 hours ago
Registered Nurse
Alberta Health Services
Sylvan Lake, AB
Part-time
Reporting to the Care Manager, the Case Manager is responsible for directing the care of clients under the home care program. Using your strong assessment, organizational, and leadership…
Added 2 hours ago
Licensed Practical Nurse
Alberta Health Services
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Temporary
Added 2 hours ago
Assistant Head Nurse
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
Part-time
In Collaboration with the Program Manager – ED, the Assistant Head Nurse performs a key leadership role in the organizational and the operational functioning of the Northeast Community…

HDR

Customer Relations & Comment Management Program Manager

Richmond Hill, ON, Canada

Job type: Full-time
Apply by: Oct 29, 2026
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.

We provide a comprehensive benefits package that promotes employee ownership, employee health, performance, and success, which includes medical, dental, vision, short and long-term disability, life insurance, an employee assistance program, paid time away, parental leave, paid holidays, a retirement savings plan with employer match, employee referral bonus and tuition reimbursement. The expected compensation range for this position depends upon skills, experience, education and geographical location. (Stated benefits are for full-time regular positions. Temporary and part-time roles eligible for limited benefits.) The pay range for Toronto, ON /Vancouver, BC $108,000 - $154,000 Primary Location:Canada-Ontario-Toronto Other Locations:Canada-Ontario-Richmond Hill, Canada-Alberta-Calgary, Canada-British Columbia-Vancouver Industry:Strategic Communications Schedule:Full-time Employee Status:Regular BusinessClass:Strategic Communications Job Posting:Sep 30, 2026
At HDR, we are committed to the principles of employment equity. We are an Affirmative Action and Equal Opportunity Employer (https://www.hdrinc.com/equal-employment-opportunity-employer). We consider all qualified applicants, regardless of criminal histories, arrest and conviction records.

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More about this job

Responsibilities

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

Requirements

Requires a bachelor's degree in a related field and at least five years of related experience; the preferred profile includes 10 years in customer service operations, customer experience, contact center leadership, constituent services, or stakeholder response programs. Candidates should have experience building programs, managing teams and service performance, implementing CRM or workflow technologies, and strong analytical, communication, and Microsoft Office skills.

Skills

Contact Center Operations
Public Comment Management
Program Development
Standard Operating Procedures
Quality Assurance
Escalation Management
CRM Administration
Zoho CRM
Workflow Automation
Data Analysis
Reporting and Dashboards
Strategic Communications
Knowledge Management
Microsoft Excel and Access

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
Short-Term Disability Insurance
Long-Term Disability Insurance
Life Insurance
Employee Assistance Program
Paid Time Off
Parental Leave
Paid Holidays
Retirement Savings Plan With Employer Match
Employee Referral Bonus
Tuition Reimbursement

Visa sponsorship

Not detected in the job text

Keywords

Customer Experience
Contact Center Operations
Constituent Services
Stakeholder Engagement
Infrastructure Projects
Standard Operating Procedures
Governance Frameworks
Quality Assurance
Escalation Management
CRM
Zoho CRM
Workflow Automation
Dashboards
Reporting Systems
Knowledge Management
Response Templates
Decision Trees
AI-Assisted Drafting
Microsoft Access
Microsoft Excel
Microsoft PowerPoint
Microsoft Word
Microsoft Project
Microsoft Visio
Strategic Communications
Regulatory Comment Periods
Data Cleansing
Data Analysis
Transportation

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