Operations Analyst, Enterprise

Cape • New York, NY

1d

About The Position

Enterprise Operations Analysts serve as the technical and operational backbone of our enterprise business ecosystem. While our account teams steer the high-level strategy, this role owns the high-stakes technical workflows that sustain our privacy-centric telco business. You are the versatile "field" expert—a bridge between internal engineering and enterprise stability. Your mission is to translate complex technical requirements into seamless operational reality, ensuring that in an environment where privacy and confidentiality are paramount, our delivery remains flawless and our customers remain mission-ready.
We are seeking a detail-oriented, proactive, and high-ownership Operations Analyst to serve as a critical driver of our Enterprise growth. In this role, you will take full end-to-end accountability for the operational health of our Enterprise business stream, encompassing technical support, fulfillment logistics, client training, and rigorous product QA. Your mission is to bridge the gap between product excellence and client success. By maintaining a "ready-to-field" posture and codifying complex processes into scalable playbooks, you will ensure our enterprise partners receive world-class reliability. You won't just be managing workflows; you will be optimizing the operational backbone that allows Cape to aggressively expand its footprint in the enterprise market.

Requirements

• Command of Technical Communication: Ability to lead high-stakes technical dialogues with clarity, authority, and empathy. You can translate complex system issues into actionable solutions for enterprise stakeholders.
• The "Force Multiplier" Mindset: Exceptional capacity to manage high-volume workflows and navigate competing priorities simultaneously. You thrive in "ready-to-field" environments where precision and multitasking are non-negotiable.
• Emergent Leadership: A proven track record (or a distinct aptitude) for managing people and optimizing workflows. You aren't just looking to execute tasks—you are looking to build and lead a world-class support team.
• Operational Pedigree: Prior experience in a fast-paced operations environment, technical support, or mission-critical roles. We value a background of "ownership" where you’ve been responsible for end-to-end outcomes.
• Educational & Professional Background: Bachelor’s Degree or equivalent experience in Business, Operations, or National Service. We highly value the discipline and problem-solving skills developed in service-oriented or high-pressure environments.

Nice To Haves

• Product QA & Technical Rigor: Hands-on experience with mobile application testing (iOS/Android), regression testing, and structured bug reporting. You know how to break a product to ensure it’s bulletproof before it reaches a customer.
• RF & Network Literacy: Familiarity with radio frequency (RF) communications, cellular network architecture, or complex technical signal flows. You don’t just use technology; you understand the "plumbing" behind it.
• Enterprise Savvy: Prior experience navigating the unique requirements of large-scale enterprise clients. You understand the "language" of corporate stakeholders and the operational patience required to scale within them.
• Mission-Critical Mindset: Experience in environments where "downtime" is not an option—whether that’s in a high-growth tech startup, a mission-driven organization, or a technical service branch.

Responsibilities

• Enterprise Operations Ownership: Assume end-to-end accountability for operational business outcomes within the Enterprise stream, ensuring departmental goals align with overarching corporate strategy.
• Tier 2 Technical Escalation: Serve as the definitive technical authority for post-sales issues, resolving high-complexity tickets through knowledge, troubleshooting and escalation to internal and external engineering teams.
• Fulfillment & Delivery Excellence: Lead the operational deployment of hardware and Cape services across the entire enterprise product portfolio, ensuring seamless delivery and client onboarding.
• Quality Assurance & Release Integrity: Execute end-to-end QA for weekly releases to validate compatibility across device, OS, and network layers; safeguard product stability by identifying and blocking high-risk deployments.
• Documentation & Scalability: Codify complex technical processes into comprehensive internal and external playbooks, establishing the foundational knowledge base required to scale enterprise support.
• Operational Agility: Maintain a "ready-to-field" posture, providing the flexibility to lead high-impact projects or pivot resources during critical workflow surges throughout the enterprise lifecycle.

Benefits

• 401(k) match
• 100% coverage of medical, dental, and vision premiums for you and your dependents
• 12 weeks paid parental leave (for all parents, no waiting period)
• Stipends for
• Family-forming needs
• Gender-affirming care

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level