Program Manager (Deputy Director)

Program Manager (Deputy Director)

Department: Other Agencies and Independent Organizations

Location(s): Buffalo, New York

Salary Range: $153175 - $195200 Per Year

Job Summary: You will serve as a Program Manager (Deputy Director) for the US Small Business Administration, Office of Capital Access (OCA), Customer Service Center (CSC) in Buffalo, New York. This position works under the general direction of the CSC Director and shares responsibility with the Director for planning, directing, managing, and evaluating the functions of the OCA CSC. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date.

Major Duties:

• As a Program Manager (Deputy Director) at the GS-0340-15, some of your typical work assignments may include: Ensures call center operations comply with applicable laws and regulations, safeguarding government funds, property, and assets from waste, loss, or unauthorized use. Shares responsibility with the Center Director for all aspects of call center administration, including operations, budgeting, technology, telecommunications, public relations, and interagency coordination. Serves as a recognized authority on CSC call center operations and the Disaster Loan Assistance Program, representing the Director and/or senior SBA officials in meetings with Congress, federal agencies, state and local partners, and private organizations. Supervises and develops call center staff, directly or through subordinate supervisors, by assigning work, evaluating performance, identifying training needs, and resolving personnel or technical issues. Analyzes disaster trends and operational performance to identify issues, recommend solutions, and enhance the overall effectiveness and efficiency of call center operations. The U.S. Small Business Administration helps power the American dream of entrepreneurship. As the federal government's leading advocate for small businesses, we empower job creators with the essential resources and support they need to start, grow, and expand their businesses or recover from a declared disaster. Our services reach communities nationwide through a robust network of SBA field offices and partnerships with both public and private organizations. If you're seeking more than just a job - if you desire purpose, impact, and the chance to contribute to something truly meaningful - this is your opportunity. Small businesses are our nation's backbone, driving innovation, creating jobs, and fueling prosperity. At the SBA, you'll directly help empower these vital businesses and ignite economic growth under the leadership of President Donald J. Trump and Administrator Kelly Loeffler. For over 70 years, the SBA has fueled America's small business success by providing crucial access to capital, federal contracts, and expert guidance. Beyond our critical disaster recovery efforts, where we deploy aid and expertise to help communities rebuild, your role will directly contribute to the start, growth, and expansion of businesses nationwide, creating jobs and strengthening the economic fabric of our communities.

Qualifications: Federal status applicants must meet both Time-In-Grade AND experience requirements by the closing date of this announcement. However, if you have separated from the Federal Government for at least 52 weeks, you are not subject to the Time-in-Grade requirement. Time-In-Grade Requirement: GS-15: Must have held grade GS-14 for 52 weeks. You may qualify based on experience as indicated above. Qualification Standards: https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/#url=Group-Standards Experience: To receive credit, you must indicate the month and year as well as the average hours worked per week for each employer. Average work hours must be stated on the resume to quantify each period of work experience or that experience will not be credited toward meeting the specialized experience requirement. You must address the specific specialized experience required for each grade level of this position on your resume or application or you will be rated "Ineligible" for that grade level. GS-15: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-14 level in the Federal service that has equipped you with the particular knowledge, skill, and ability to perform successfully in this position. This experience may have been gained in a Non-Federal service position. In addition, this Specialized Experience must demonstrate the following: Developing and implementing the strategy, policies, procedures and/or standards for the efficient operation of an 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 a financial organization/program or a customer service call center; and Supervising a large, diverse fluctuating workforce and making recommendations or decisions on staffing requirements; 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. Do not copy and paste the duties, specialized experience, or occupational assessment questionnaire from this announcement into your resume as that will not be considered a demonstration of your qualifications for this position. 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 website: Program Management Series 0340 (opm.gov) 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. TIME-IN-GRADE: If you are a current career or career-conditional federal employee applying for promotion under Merit Promotion you must have completed a minimum of 52 weeks in positions at the next level lower than the position being filled GS-15 positions: There is no education substitution for this grade level. All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/03/2025.

How to Apply: To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (EST) on 12/03/2025 to receive consideration. To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account. You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application. You will receive an email notification when your application has been received for the announcement. To verify the status of your application, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process.

Application Deadline: 2025-12-03