NASA Front Door (NFD) Engagement & Operations Lead

We need your talent teamwork and energy to help us achieve great things that inspire people all over the globe. We need you to bring creative ideas and diverse backgrounds to help us envision shape and deliver systems that will enable the exploration of space while benefiting people here on Earth. We are excited about what we do and we need you on our team as we take on exciting challenges for NASAs pursuits in deep space exploration. As NASAs largest engineering solutions provider working together with NASA at centers across the United States.

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 NASAs enterprisewide external engagement gateway. This role ensures that inquiries partnership requests and publicfacing 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 Agencys premier external entry point - outperforming other centerlevel front doors - 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 realestate and partnership requests and other public submissions.

  • Understand and interpret internal feedback and data to ensure accurate routing and assist with identifing trends.

  • Apply human judgment to evaluate merit of submissions augmented by AIsupported 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 to ensure a cohesive efficient and integrated approach to supporting external inquiries.

  • Support a rotational customerservice model without taking over other Centers ownership of their processes.

• Customer Service & Communication

  • Serve as a firstline highquality customerservice representative for the Agencys primary engagement channel.

  • Support both the external and internal customer with inquiry entry routing and facilitation.

  • Maintain a 48hour response expectation for inquiries.

  • Work standard hours (8 AM5 PM MF Central time) with coordinated advance exceptions

• Training & Stakeholder Support

  • Support and deliver training for partnership offices and internal stakeholders virtually or in person on how NFD forms route how the system works and best practices for entering cases.

  • 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 supporting external public inquiry submissions. (At times PRA can be a significant part of the workload).

  • Contribute to monthly LOEbased reporting.

  • Provide smallitem procurement support when needed.

  • Assist in Dashboard development and system reporting for custom or standardized dashboard creation.

  • Support longterm operational planning through the multiyear performance period (through September 2027).

  • Assist with activities that may expand after the December final release as NFD capabilities broaden.

• Future State & System Evolution Support

  • Support current and future Phased activities focused on consolidating center websites and mapping Centers of Expertise into a unified catalog.

  • Adapt to evolving roles and workflows as NFD scales; role is written to support future mobility as duties shift.

• Other Duties as assigned or required

• Working remotely is possible

Requisition Qualifications:

• Typically requires a bachelors degree in a related field and 10 years of experience.

• Strong customer service orientation; able to interact with diverse stakeholders professionally.

• Ability to interpret dashboards and recognize what information means operationally (not performing analyticsjust understanding data context).

• 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 crosscenter stakeholders and maintain a high standard of responsiveness.

• Comfortable supporting training documentation and PRArelated processes.

Requisition Preferences:

• Experience in NASA environments center operations or enterpriselevel intake systems.

• Experience using editing and creative suites software.

• Knowledge of AIaugmented triage or routing systems.

• Familiarity with Salesforce and Salesforcebased workflows (not required but beneficial).

Why Join Our Team

In addition to exciting career opportunities we also have:

• Excellent personal and professional career growth

• 9/80 work schedule (every other Friday off) when applicable

• Onsite cafeteria (breakfast & lunch)

• Much much more!

For more information on our partnership with NASA at Johnson Space Center (JSC) please visit

• Proof of U.S. Citizenship or US Permanent Residency may be a requirement for this position.

• Must be able tocomplete a U.S. government background investigation.

• Management has the prerogative to select at any level for which the position is advertised.

Essential Functions

Work Environment

Generally an office environment but can involve inside or outside work depending on task.

Physical Requirements

Work may involve sitting or standing for extended periods (90% of time). May require lifting and carrying up to 25 lbs. (5% of time).

Equipment and Machines

Standard office equipment (PC telephone printer etc.).

Attendance

Regular attendance in accordance with established work schedule is critical. Ability to work outside normal schedule and adjust schedule to meet peak periods and surge requirements.

Other Essential Functions

Professional behavior that enhances productivity and promotes teamwork and cooperation. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others.

#JETS #JETSII