NASA Front Door Engagement & Operations Lead

Role Description

We have an exciting opportunity for a NASA Front Door (NFD) Engagement & Operations Lead to join the JETSII Contract!

The NASA Front Door (NFD) Engagement & Operations Lead provides frontline support, intake coordination, and operational oversight for NASA's enterprise‑wide external engagement gateway. This role ensures that inquiries, partnership requests, and public‑facing submissions are efficiently evaluated, accurately routed, and aligned with Agency priorities. The lead also supports training, customer service operations, and preparation of materials required for the Paperwork Reduction Act (PRA).

This position plays a key role in helping NFD become the Agency's premier external entry point by delivering exceptional customer service and supporting a consistent, high-quality user experience.

Key Responsibilities

• Engagement Intake & Coordination
  • Review and triage external inquiries, unsolicited proposals, real‑estate and partnership requests, and other public submissions.
  • Understand and interpret internal feedback and data to ensure accurate routing and assist with identifying trends.
  • Apply human judgment to evaluate merit of submissions, augmented by AI‑supported tools where applicable.
  • Coordinate with the NFD Engagement Manager and Center points of contact.
  • Work in alignment with Center specific business development and partnership teams.
  • Support a rotational customer‑service model without taking over other Centers' ownership of their processes.
• Customer Service & Communication
  • Serve as a first‑line, high‑quality customer‑service representative for the Agency's primary engagement channel.
  • Support both the external and internal customer with inquiry entry, routing, and facilitation.
  • Maintain a 48‑hour response expectation for inquiries.
  • Work standard hours (8 AM–5 PM, M–F Central time) with coordinated advance exceptions.
• Training & Stakeholder Support
  • Support and deliver training for partnership offices and internal stakeholders, virtually or in person.
  • Prepare and provide training vignettes to support external users through FAQs and website communications.
  • Support the creation and curation of knowledge articles and FAQs.
  • Provide clear explanations of workflows for external and internal user groups.
• Operational & Administrative Support
  • Assist in PRA documentation preparation and ongoing compliance activities.
  • Contribute to monthly LOE‑based reporting.
  • Provide small‑item procurement support when needed.
  • Assist in Dashboard development and system reporting.
  • Support long‑term operational planning through the multi‑year performance period.
  • Assist with activities that may expand after the December final release.
• Future State & System Evolution Support
  • Support current and future Phased activities focused on consolidating center websites.
  • Adapt to evolving roles and workflows as NFD scales.
• Other Duties as assigned or required.
• Working remotely is possible.

Qualifications

• Typically requires a bachelor’s degree in a related field and 15 years of experience.
• Strong customer service orientation; able to interact with diverse stakeholders professionally.
• Ability to interpret dashboards and recognize what information means operationally.
• Familiarity with business development concepts, unsolicited proposal handling, and partnership pathways.
• Excellent written and verbal communication skills.
• Ability to operate and be camera ready for virtual meetings and interactions.
• Strong attention to detail.
• Ability to work with cross‑center stakeholders and maintain a high standard of responsiveness.
• Comfortable supporting training, documentation, and PRA‑related processes.

Requirements

• Experience in NASA environments, center operations, or enterprise‑level intake systems.
• Experience using editing and creative suites software.
• Knowledge of AI‑augmented triage or routing systems.
• Familiarity with Salesforce and Salesforce‑based workflows (not required but beneficial).

Benefits

• Excellent personal and professional career growth.
• 9/80 work schedule (every other Friday off), when applicable.
• Onsite cafeteria (breakfast & lunch).
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Retirement benefits (including 401(k) matching).
• Educational reimbursement.
• Parental leave.
• Employee stock purchase plan.
• Tax-saving options.
• Disability and life insurance.
• Pet insurance.