Overview In this role you drive HDR's Public Comment Response Program to support infrastructure projects across North America. You will design and scale a customer experience program that delivers timely, accurate, and defensible responses to public inquiries. You will collaborate with cross-functional teams to align stakeholder engagement, governance, and quality assurance. Your work helps ensure transparent, risk-aware public engagement across HDR's diverse portfolio, from transportation to water and energy projects. This is a chance to shape how communities are heard and informed on high-profile initiatives. ResponsibilitiesLead the Public Comment Response Program and establish standard operating procedures, response protocols, and QA processesCreate governance structures to ensure consistent responses across projects and geographiesDevelop a scalable program to support multiple concurrent infrastructure projectsTrain communications staff on CRM usage and maintain processesDesign workflows for inquiries from websites, forms, email, surveys, meetings, and regulatory periodsDefine escalation paths for sensitive or high-profile issuesCreate response templates, knowledge libraries, and decision treesMonitor response quality, timeliness, and accuracyEvaluate and optimize CRM and comment management platforms (Zoho preferred) and dashboardsSupport project engagement goals with project managers and communications teamsAdvise on stakeholder concerns and response strategies; participate in proposals and client presentations Key requirements10 years in customer service operations or related fieldExperience building programs from concept to implementationProven team leadership and service delivery managementExperience implementing CRM systems and workflow automationExperience with Zoho CRMStrong QA, escalation management, and process improvement knowledgeExperience with regulated or politically sensitive initiatives preferredKnowledge management skills for libraries, language banks, FAQs, and AI-assisted draftingstrong interpersonal and relationship-building abilitiesself-starter with proactive mindsetanalytical thinking and data-driven decision makingZoho CRMCRM systems and workflow automationquality assurance and escalation processes
Not specified in the original listing.
Not specified in the original listing.
