Operations Analyst

Cape•New York, NY

11d

About The Position

Cape Operations Analysts are the high-stakes go-getters who handle our most critical customer touchpoints. This isn’t just a "support" role—you are a technical operator fielded to take on high-volume workflows that impact our privacy-focused Telco business. Specifically, you will spearhead the customer porting experience, acting as the bridge for users moving from legacy carriers to Cape. You will be a star player on the front lines, managing complex voice interactions and technical troubleshooting, while simultaneously building the foundation to lead and scale our voice operations team. We are looking for a detail-oriented, proactive, and highly verbal Operations Analyst to join our team. Your primary mission is to ensure a seamless transition for new customers by orchestrating the porting process from end to end. You will be the voice of Cape, solving technical hurdles in real-time and providing high-touch service. As we grow, you will transition from executing these tasks to building the team and the scalable playbooks that power them.

Requirements

Strong Verbal & Technical Communication: You can lead a technical conversation over the phone with clarity, authority, and empathy.
The "Star Player" Mindset: Ability to handle high-volume tasks and multitask across multiple customer issues simultaneously without dropping the ball.
Leadership Potential: Experience (or a clear desire) in managing people and workflows; you want to build a team, not just work solo.
Bachelor’s Degree or equivalent experience: Background in business, operations, national service, or a related field (preferred).
Prior Experience: Proven track record in a fast-paced operations role, customer support, or executing high-volume technical tasks.

Nice To Haves

Experience with carrier porting or telecommunications workflows.
Experience with basic product quality assurance, specifically mobile app testing and bug reporting.
Familiarity with Linux and radio communications or other technical flows.
Experience working with the DoD/Government in any operational capacity.

Responsibilities

Orchestrate Porting Workflows: Own the critical path of porting customers from other carriers, resolving technical blocks and ensuring zero downtime for the user.
Spearhead Voice Operations: Lead direct customer voice interactions to resolve high-stakes issues, eventually hiring and managing the team that handles this function.
Drive Mobile Quality Assurance: Act as a critical internal tester for our mobile applications, identifying bugs and providing feedback to ensure the app experience is as seamless as our porting process.
Build Scalable Solutions: Identify manual bottlenecks in the current process and collaborate with engineering to build automated, more efficient tools.
Advocate for the User: Provide direct input to engineering on trends impacting customers, ensuring our product evolves to meet real-world "in-the-field" needs.
Own the Outcome: Learn new operational processes rapidly and take full accountability for their success as Cape scales.