Role OverviewEstablish and manage a public comment response and tracking program to support infrastructure projects across North America. The successful candidate will bring expertise in customer experience, contact center operations, stakeholder response management, or constituent services.
What You Will Do
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.
Why It Might Be a Fit
The successful candidate 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.
Requirements
- 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.
Benefits
- Dental insurance
- Vision insurance
- Health insurance
- 401(k) or retirement plan
- Paid time off
- Paid holidays
- Employee-ownership model
- Affirmative Action and Equal Opportunity Employer
- Consideration of all qualified applicants, regardless of criminal histories, arrest and conviction records
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