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Cape Logo Cape · IT - Administration

Operations Analyst

United States, New York · Job Posted February 18, 2026
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Job Description

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.

Job Responsibility

  • 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

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 have

  • 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

What we offer

  • top-tier health care
  • 401(k) matching
  • generous vacation policy
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