Ops Center Controller

At Boeing, we innovate and collaborate to make the world a better place. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth.

About the role

The Ops Center Controller role serves as the initial point of contact for Airline customers and Field Service Representative (FSR) inquiries routed via calls and BCS Case Messages. The Ops Center Controller assesses, prioritizes, and coordinates actions to deliver timely technical and operational solutions while engaging internal Boeing stakeholders as required.

Responsibilities

• Serve as the primary intake for customer calls and BCS Case Messages, conducting an initial assessment of each request to determine appropriate next steps.
• Conduct situational awareness calls with the airline customer or stakeholder after receiving a Case Message to gather facts, set expectations, and confirm next actions.
• Prioritize and triage incoming requests to ensure timely engagement of the most effective resolution path (e.g., direct reply, SME engagement, or escalation).
• Develop solutions using available published data, manuals, and technical references; deliver responses and guidance via BCS and follow up to confirm resolution.
• Provide telephone-based troubleshooting assistance to customers and FSRs as needed to restore or maintain aircraft operability.
• Engage Lead engineers, Systems/Structures engineers, or other subject-matter experts when additional technical analysis or deeper investigation is required.
• Coordinate and escalate complex or unresolved issues to appropriate engineering, spares, field service, or operations teams for further action and tracking.
• Initiate proactive remedial actions or interim measures when appropriate to mitigate operational impact while permanent solutions are developed.
• Maintain situational awareness of open cases and workload to meet service-level expectations and support on-time performance.
• Document case activities, decisions, and outcomes clearly in BCS (and other tracking systems) to ensure continuity and auditable records.
• Prepare and hand over comprehensive shift reports for critical or ongoing items to ensure seamless continuity between shifts.
• Communicate status, risks, and resolution progress to internal stakeholders and customers through clear oral and written updates.
• Escalate high-impact or emergent events per established processes to ensure visibility by leadership and rapid mobilization of resources.
• Promote customer satisfaction by providing timely, accurate, and professional communications and highlighting positive outcomes when appropriate.
• Participate in cross-functional initiatives, continuous improvement efforts, and knowledge-sharing activities to enhance Controller effectiveness and Operations Center performance.

Requirements

• 5+ years of experience in commercial aircraft operations or support.
• Experience working with organizational leaders to develop and implement plans and objectives to meet requirements.
• Ability to interpret drawings, system schematics, wiring diagrams, and other technical documents.
• Ability to work a variable shift schedule including nights, weekends, and holidays. This is 7 days on / 7 days off (12-hour shifts). Schedule may vary to support business need.
• Applicable and appropriate educational/certification credentials from an accredited institution and/or equivalent experience is required.
• This position is expected to be 100% onsite at the Seal Beach, California location.
• Must satisfy the Company’s Conflict of Interest (COI) assessment process.
• Must meet U.S. export control compliance requirements as a “U.S. Person” (U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee).

Preferred Qualifications

• Proven experience with airplane systems to troubleshoot in-service problems, including flight ramp experience on airplane system troubleshooting.
• Experience in airline maintenance operations, airplane production involving systems troubleshooting, and working in an airline MOC.
• Experience in project management.
• Bachelor of Science degree.

Pay

Pay is based upon candidate experience and qualifications, as well as market and business considerations. Summary pay range: $99,450 - $134,550.

Benefits

The Boeing Company provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

Schedule

This position requires a variable shift schedule including nights, weekends, and holidays. The schedule follows a 7 days on / 7 days off rotation with 12-hour shifts. Schedule may vary to support business need.

This position offers relocation based on candidate eligibility. Employer will not sponsor applicants for employment visa status.