{"id":1481459,"url":"https://alion.io/job/hdr-customer-relations-26-comment-management-program-manager","title":"Customer Relations %26 Comment Management Program Manager","company":{"id":1771313,"name":"HDR","domain":"hdrinc.com","url":"https://alion.io/company/hdrinc","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":95,"open_postings":276,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":218,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true}],"status":"live","first_seen_at":"2026-09-29T21:21:23Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-02T17:33:57Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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?\nWatch Our Story:' https://www.hdrinc.com/our-story'\nEach 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.\nAt 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.\nCustomer Relations & Comment Management Program Manager Job Description:\nHDR 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.\nThe 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.\nThis 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.\nKey Responsibilities\nBuild and lead HDR's Public Comment Response Program. \nDevelop standard operating procedures (e.g. sensitive issues, media inquiries, and regulatory comment periods), response protocols, and quality assurance processes. \nCreate governance structures supporting consistent responses across projects and geographies. \nBuild a scalable program capable of supporting multiple concurrent infrastructure projects. \nTrain communications specialists to use and assist in maintaining CRM databases. \nDevelop onboarding, training, and quality control programs. \nFoster a culture focused on customer service excellence and continuous improvement. \nOther duties as assigned.\nComment Management Operations\nDesign workflows for managing inquiries and comments received through websites, contact forms, email, surveys, interactive maps, public meetings, open houses, and regulatory comment periods. \nDevelop escalation pathways for sensitive, technical, legal, political, or high-profile issues. \nCreate response templates, knowledge libraries, and decision trees. \nMonitor response quality, accuracy, consistency, and timeliness.\nTechnology & Systems\nEvaluate, administer, and optimize CRM and comment management platforms. \nImprove existing Zoho-based processes and recommend alternative technologies where appropriate. \nDevelop dashboards and reporting tools that provide project teams and clients with actionable insights. \nEvaluate opportunities to use AI and automation while maintaining quality and accountability.\nStrategic Communications Support\nPartner with project managers and communications teams to support project engagement goals. \nAdvise project teams on stakeholder concerns, emerging issues, and response strategies.\nParticipate in proposal development and client presentations.\nPreferred Qualifications\n10 years of experience in leading customer service operations, customer experience management, contact center leadership, constituent services, stakeholder response programs, or a related field. \nExperience building operational programs from concept to implementation. \nDemonstrated success managing teams and service delivery performance. \nExperience implementing CRM systems, workflow automation, or customer service technologies. \nExperience with Zoho CRM. \nStrong understanding of quality assurance, escalation management, and process improvement. \nExperience supporting highly visible, regulated, or politically sensitive initiatives preferred. \nKnowledge management skills to build response libraries, approved language banks, FAQ repositories, AI-assisted drafting tools, etc.\nRequired Qualifications\n\nBachelor's degree in related field \nA minimum of 5 years related experience \nEfficient use of the internet and other electronic and hard copy media for research \nStrong Microsoft PowerPoint, Word, Project and Visio skills \nExpert Microsoft Access and Excel skills \nStrong analytical skills with the ability to compile and present summary level information \nAbility to obtain, cleanse, merge and analyze data from multiple sources \nExcellent interpersonal skills and strong relationship, organizational and follow-up skills \nSelf-starter with proven track record of accomplishments \nAn attitude and commitment to being an active participant of our employee-owned culture is a must \nWhat We Believe\nHDR 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.\nOur Commitment\nAs 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.\nOur 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.\nAt HDR, the health and safety of our employees is of the upmost importance. In accordance with local safety, health, and environmental legislation, HDR is committed to developing, maintaining, and enforcing proactive safe work policies, procedures, and standards.\nIn accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and other applicable legislation, we are committed to meeting the accessibility needs of persons with disabilities. Candidates with disabilities may request reasonable accommodation throughout the recruitment and selection process by contacting our Human Resources team.\nHDR is a certified Living Wage Employer in Ontario, British Columbia, and Alberta.\nAt HDR, we are committed to the principles of employment equity.\nWe are an Affirmative Action and Equal Opportunity Employe r.\nWe consider all qualified applicants, regardless of criminal histories, arrest and conviction records.","description_format":"text","description_chars":7985,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":10,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Professional Services","Construction"],"lifecycle":[{"event":"open","at":"2026-09-29T21:21:23Z"}],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":2,"expected_fill_days":218,"reasons":["conf:2","urgency","velocity","win:early","comp:brand"],"computed_at":"2026-10-02T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hdr-customer-relations-26-comment-management-program-manager","json_url":"https://alion.io/job/hdr-customer-relations-26-comment-management-program-manager.json","meta":{"generated_at":"2026-10-03T03:11:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2850,"day_limit":5000,"remaining_today":2150,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}