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Added 1 month ago
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Engineering Manager, AI
Lattice
Canada
- Full-time
Lead the development of AI evaluation infrastructure, quality metrics, experimentation capabilities, observability, and developer tooling that enable every AI product team to confidently…
Added 1 month ago
V
Affordable Housing Program Manager
Vancity
Vancouver, BC
- Full-time
As an Affordable Housing Program Manager, you will work closely with senior leadership to advance Vancity’s Affordable Housing Strategy by creating pathways for more members and communities…
Added 1 month ago
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Bilingual Account Manager - Subsurface Technologies Equipment
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- Full-time
Work closely with the Remote Sales Manager and Territory Sales Team to identify opportunities and engage the appropriate resources to develop them
Added 1 month ago
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Senior Civil Designer
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- Full-time
Support the Functional Process Lead and Department Manager on initiatives.
Added 1 month ago
KP
Property Maintenance Manager
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Employer Matched Pension Program (3% employer match)
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C
Manager, Software Development
CNN
Ottawa, ON · Kanata, ON
- Full-time
CNN Digital Commerce is seeking a Software Engineering Manager to lead a talented and innovative engineering team building the next generation of web applications and commerce products.…
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V
Affordable Housing Program Manager
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Vancouver, BC
- Full-time
As an Affordable Housing Program Manager, you will work closely with senior leadership to advance Vancity’s Affordable Housing Strategy by creating pathways for more members and communities…
Added 1 month ago
Field and Event Manager
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Vancouver, BC
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Added 1 month ago
Y
Building Operations Staff
YBC
Chilliwack, BC
- Full-time
Perform regular inspections of building systems and complete scheduled preventive maintenance for electrical, plumbing, HVAC, lighting, and related infrastructure.
Added 1 month ago
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Customer Relations & Comment Management Program Manager
HDR
Toronto, ON
- Full-time
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…
Added 1 month ago
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Customer Relations & Comment Management Program Manager
HDR
Vancouver, BC
- Full-time
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…
Added 1 month ago
LC
System Technologist, Process Controls
Lactalis Canada
Brampton, ON
- Full-time
…for maintaining the condition based preventive maintenance program, evaluating budgets, planning resources, evaluating & designing technical systems, and performing direct supervision of…
Added 1 month ago
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Customer Relations & Comment Management Program Manager
HDR
Richmond Hill, ON
- Full-time
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…
Added 1 month ago
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Customer Relations & Comment Management Program Manager
HDR
Calgary, AB
- Full-time
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…
Added 1 month ago
E
Reman Operation Support
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Sudbury, ON · Lively, ON
- Full-time
To provide operation support to the Reman Shop Manager and Workshop Operations Manager. This position undertakes data analysis, documentation management, project research, reporting and…
Added 1 month ago
X
Territory Sales Manager
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As a Territory Sales Manager, you will play a critical role in expanding market presence, increasing product specifications, securing project approvals, and delivering profitable revenue…
Added 1 month ago
B&
Associate Electrical Engineer - Substation
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Added 1 month ago
J
Staff Data Scientist, Applied ML
Jobber
AB · Edmonton, AB
- Full-time
Reporting to the Manager, Data Science, the Staff Data Scientist, Applied Machine Learning will own models and systems for automated decisioning. You will train and evaluate models using…
Added 1 month ago
J
Staff Data Scientist, Applied ML
Jobber
Vancouver, BC
- Full-time
Reporting to the Manager, Data Science, the Staff Data Scientist, Applied Machine Learning will own models and systems for automated decisioning. You will train and evaluate models using…
Added 1 month ago
J
Staff Data Scientist, Applied ML
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- Full-time
Reporting to the Manager, Data Science, the Staff Data Scientist, Applied Machine Learning will own models and systems for automated decisioning. You will train and evaluate models using…
Added 1 month ago
P
Project Manager
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Toronto, ON
- $114,000 to $148,000 CAD / year
- Full-time
As a Project Manager working in the Water/ Wastewater Civil Operations team at Pomerleau Construction, you will play a key role in supporting the project team(s) with key administrative…
Added 1 month ago
J
Staff Data Scientist, Applied ML
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Added 1 month ago
BE
Compliance & Enforcement Officer – Enforcement Investigations
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Added 1 month ago
SC
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Added 1 month ago
CC
Senior Estimator, Transportation Infrastructure
Chandos Construction
AB · Edmonton, AB
- Full-time
Background: General Contractor or Construction Manager delivering municipal, transit, bridge, water, or wastewater infrastructure projects.

HDR

Customer Relations & Comment Management Program Manager

Toronto, ON, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Experience: A minimum of 5 years related experience
Posting language: English
Posted: Sep 29, 2026

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, including response protocols, governance, quality assurance, training, and workflows for inquiries across infrastructure projects. Optimize CRM and comment management systems, develop reporting tools, advise project teams on stakeholder concerns and response strategies, and support client presentations and proposals.

Requirements

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

Skills

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

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
Short-Term Disability Insurance
Long-Term Disability Insurance
Life Insurance
Employee Assistance Program
Paid Time Away
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
Customer Service Operations
Contact Center Operations
Stakeholder Engagement
Constituent Services
Infrastructure Projects
Strategic Communications
Comment Management
Standard Operating Procedures
Governance Frameworks
Quality Assurance
Escalation Management
CRM
Zoho CRM
Workflow Automation
Knowledge Management
Response Templates
Decision Trees
Dashboards
Reporting Systems
Artificial Intelligence
Microsoft Access
Microsoft Excel
Microsoft PowerPoint
Microsoft Project
Microsoft Visio
Microsoft Word
Regulatory Comment Periods
Process Improvement

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