Driverse

Operations

• Play a key role in analyzing, documenting, and enhancing the workflows that drive DRB’s customer and technical operations.
• Work directly with the Director of Technical Operations to gain hands-on experience in process mapping, data analysis, and continuous improvement practices.
• Collaborate cross-functionally with teams such as Customer Success, Support, and Engineering.
• Contribute to initiatives that improve efficiency, quality, and the overall customer experience.
• Support the Technical Operations team in documenting and refining key operational workflows (incident, change, release, and escalation processes).
• Map current-state ('as-is') and design future-state ('to-be') processes using visual workflow tools.
• Identify bottlenecks and inefficiencies across support and operations handoffs using data and stakeholder feedback.
• Partner with Technical Operations leadership to recommend process improvements that enhance speed, quality, and customer experience.
• Assist in the creation and maintenance of internal documentation and knowledge articles within SharePoint and Confluence.
• Gather and analyze operational data to identify trends and performance improvement opportunities.
• Participate in meetings with cross-functional teams (Support, Customer Success, Engineering) to understand how processes interconnect.
• Help design or enhance dashboards and metrics for process performance tracking.

Technical Operations Process Improvement Intern