NASA Front Door Engagement & Operations

Amentum•Houston, TX

6d•Remote

About The Position

The NASA Front Door (NFD) Engagement & Operations Team 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. They also support 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 - outperforming other center‑level “front doors " - by delivering exceptional customer service and supporting a consistent, high‑quality user experience.

Requirements

Typically requires a bachelor's 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 analytics—just understanding data context).
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.
Proof of U.S. Citizenship or US Permanent Residency may be a requirement for this position.
Must be able to complete a U.S. government background investigation.

Nice To Haves

Experience in NASA environments, center operations, or enterprise‑level intake systems.
Familiarity with business development concepts, unsolicited proposal handling, and partnership pathways.
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).

Responsibilities

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 to ensure a cohesive, efficient, and integrated approach to supporting external inquiries.
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.
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.
Assist in PRA documentation preparation and ongoing compliance activities supporting external public inquiry submissions.
Contribute to monthly LOE‑based reporting.
Provide small‑item procurement support when needed.
Assist in Dashboard development and system reporting for custom or standardized dashboard creation.
Support long‑term operational planning through the multi‑year performance period.
Assist with activities that may expand after the December final release as NFD capabilities broaden.
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.