Cape

Operations Analyst, Enterprise

Cape

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • 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.

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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingquality assurancerelease managementoperational deploymentprocess documentationscalabilitytechnical escalationclient onboardingrisk managementworkflow optimization
Soft Skills
technical communicationmultitaskingleadershipproblem-solvingflexibilityempathyaccountabilityclarityauthoritycapacity management