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.
Responsibilities- Lead the Public Comment Response Program and establish standard operating procedures, response protocols, and QA processes
- Create governance structures to ensure consistent responses across projects and geographies
- Develop a scalable program to support multiple concurrent infrastructure projects
- Train communications staff on CRM usage and maintain processes
- Design workflows for inquiries from websites, forms, email, surveys, meetings, and regulatory periods
- Define escalation paths for sensitive or high-profile issues
- Create response templates, knowledge libraries, and decision trees
- Monitor response quality, timeliness, and accuracy
- Evaluate and optimize CRM and comment management platforms (Zoho preferred) and dashboards
- Support project engagement goals with project managers and communications teams
- Advise on stakeholder concerns and response strategies; participate in proposals and client presentations
Key requirements- 10 years in customer service operations or related field
- Experience building programs from concept to implementation
- Proven team leadership and service delivery management
- Experience implementing CRM systems and workflow automation
- Experience with Zoho CRM
- Strong QA, escalation management, and process improvement knowledge
- Experience with regulated or politically sensitive initiatives preferred
- Knowledge management skills for libraries, language banks, FAQs, and AI-assisted drafting
- strong interpersonal and relationship-building abilities
- self-starter with proactive mindset
- analytical thinking and data-driven decision making
- Zoho CRM
- CRM systems and workflow automation
- quality assurance and escalation processes
