Summary

This position is located in the Small Business Administration, Customer Service Center - CSC in Buffalo, NY. The employee serves as the Deputy Director and principal advisor to the Director of the Buffalo Customer Service Center (CSC), The Deputy Director provides day-to-day operational leadership,coordination, and oversight of Buffalo CSC call center operations in support of the SBA Disaster Loan Assistance Program.

Duties

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As a/an PROGRAM MANAGER (DEPUTY DIRECTOR) at theGS- 0340-14, some of your typical work assignments may include:

• Assists the Director in planning, directing, and managing day-to-day operations in support of the SBA Disaster Loan Assistance Program.
• Coordinates with the Director in establishing operational goals, priorities, and performance measures.
• Reviews and finalizes long-range workload projections and assists in adjusting operational plans to accommodate changes in disaster volume, technology, policy, or mission requirements.
• Monitors Center performance goals and analyzes program delivery results within assigned operational areas. Identifies trends, issues, or performance gaps and implements corrective actions with Director approval.
• Coordinates with Field Operations Centers, other Disaster offices, and SBA Headquarters on operational initiatives, projects, and status reporting.
• Shares responsibility with the Director for administrative and operational oversight of Center functions, including internal processes, automated systems, and procedural controls.

Supervisory duties include but are not limited to the following:

• Exercises delegated supervisory authority over subordinate supervisors and staff.
• Promotes collaboration, employee engagement, and open communication across Center departments.
• Endorses candidate selections for supervisory and managerial vacancies and ensures adherence to SBA human capital policies and EEO principles

Important Note: This position may require excessive amounts of overtime (I0 to 14-hour days, 7 days a week) depending on the level of disaster activity.

Requirements

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Conditions of employment

• You must be a U.S. Citizen
• You must successfully complete a background investigation.
• You may be required to serve a one year supervisory probationary period. (Delete if not needed)

Qualifications

For GS-14: One year of specialized experience, equivalent to the GS-13 grade level in the Federal service, obtained in either the private or public sector:

• Developing or implementing and communicating the strategy, vision and direction of an emergency management organization or disaster organization, such as a Federal, State or local government program office, department or field office; AND
• Overseeing, managing, or advising on the day-to-day operations of an organization/program or a customer service call center, including analyzing and making recommendations and decisions on workload distribution and diverse fluctuating workforce; AND
• Familiar with the forecasting and programming of various platforms within the workforce realm such as Genesys, or the equivalent; AND
• Conducts projects, maintaining collaboration with stakeholders which may include contractors, internal stakeholders, and executive management to include a customer data platform or the equivalent; AND
• Writing communications for internal and external customers to convey information such as policies, guidelines, operating procedures, position statements, funding requests/justifications, etc.; AND
• Communicating orally and representing the organization in meetings with senior/high-level government officials or private sector executives.

These qualifications must be clearly referenced in your resume.

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's Qualifications web site:

Program Management Series 0340

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g. Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Generally, time in Non-Pay status as a federal employee is not creditable towards the specialized experience requirement listed above.

All qualification requirements must be met by 11:59 pm (Eastern Time) on 09/04/2026.

Education

There is no education substitution for this grade level.

Additional information

This is a non-bargaining unit position.

This is not a (drug) testing designated position (TDP)

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments, if you received the link after the close of the announcement. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments

Career and InterAgency Career Transition Assistance Programs: Are programs that applies to employees who have been involuntarily separated from a Federal service position within the competitive service or Federal service employees whose positions have been deemed surplus or no longer needed.

Career Transition Assistance Plan (CTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job in their current agency (intra-agency, i.e. SBA employees only).

Inter-Agency Career Transition Assistance (ICTAP) is a program that helps "surplus" or "displaced" federal employees improve their chances of finding a new job at another agency (inter-agency; i.e. not applying to their current or former agency).

You are eligible for CTAP/ICTAP if:

1. You are a current federal employee who meets the definition of a "surplus" or "displaced" employee meaning you have received official notice that your job is no longer needed or that you will lose your job by Reduction-in-Force (RIF).

2. Your agency, or the agency to which you are applying, is accepting applications from within or outside of the permanent workforce.

3. The position to which you are applying MUST BE in the Local Commuting Area of the position of record from which you are being displaced.

4. You meet the qualifications and other requirements of the job for which you are applying. This includes being rated as well-qualified for the position (score of 85 or better based on your responses to the competencies and associated questions listed within the assessment).

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.