Job Description

Our Summer Internship Program is designed to provide meaningful, hands-on experience where you will work on real projects, solve real business challenges, and collaborate with leaders across the organization. This is more than an internship—it’s an opportunity to accelerate your development, expand your perspective, and begin shaping your career with purpose.

We are looking for curious, driven, and high-potential individuals ready to learn, contribute, and grow. If you are eager to make an impact, challenge yourself, and be part of a team that values innovation and continuous improvement, we invite you to apply and take the first step toward your future with us.

Position Summary:  

This job is to identify the skills across the customer support function, create a skills matrix, and develop a training identification procedure. The role will work across multiple functions in Customer Support and adjacent cross-functional groups to drive insight into needed personnel growth paths and gaps in business-critical skills. The role will closely align with DFS North America strategic initiatives and drive a framework that can shared across the organization.  

Position Responsibilities:  

• Understand current state of Customer Support functions  

• Identify roles and responsibilities across the functions  

• Design and develop a skills matrix that includes criticality and knowledge depth details  

• Provide recommendations back to the business on skills gaps in Customer Support areas  

• Document processes to support tool and drive employee engagement  

• Align tool and procedures with North America Elite Support and 80/20 initiatives  

Qualification Requirements:  

• Project management: Organizational skills and methodical approach  

• People skills: Work well with others in office and remote environments to gather insight  

• Strong technical / computer skills: Basic understanding of software and ability to build out tools with algorithms as needed  

• Documentation experience: Ability to develop workflows and process maps  

• Presentation skills: Speak to groups as needed to drive appropriate training  

Essential Functions:  

• Skills Matrix Development & Maintenance  

• Strategic Gap Analysis  

• Cross-Functional Process Documentation  

• Stakeholder Collaboration & Change Management  

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact  [email protected] for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response. 

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