Summary You will serve as a Program Manager (Deputy Director) for the Customer Service Center (CSC) in Buffalo, New York This position works under the general direction of the CSC Director. This position shares responsibilities with the Director in planning, directing, managing, and evaluating the functions of the CSC, the national OCA loan program customer service/call center. Responsibilities As a Program Manager (Deputy Director) at the GS-0340-15, some of your typical work assignments may include: Assures that call center operations are conducted in compliance with applicable laws, and that funds, property, and other assets are safeguarded against waste, loss, unauthorized use, or misappropriation. Shares responsibility with Center Director for all phases of the administration of the call center operations, including public relations, intra- and inter-agency coordination, program operations, budget and administration, information technology and telecommunications. Serves as a recognized authority of the CSC call center operations and the Disaster Loan Assistance Program to perform a substantive role as a representative for the Director and/or AA/DA when meeting with members and committees of other Federal agencies, members of Congress, state, local and private agencies and organizations, and others whose programs or activities interface with SBA and OCA disaster assistance functions. Supervises CSC staff either directly or through subordinate supervisors: Assigns, evaluates, and reviews work; identifies training goals; makes decisions on technical and personnel problems; etc,. Works with Director to plan the overall work of the organization, including establishing goals, objectives, and priorities, allocating resources to meet priorities and work constraints, and adjusting organizational and workforce structure. Reviews/finalize workload requirements. Analyzes individual disasters for trends and developments effecting the call center operations and proposes alternative approaches to any problems identified. Works directly with high level OCA staff members concerning projects, capabilities, assignments, and status reports on matters of interest to SBA and OCA. IMPORTANT NOTES: This is a Temporary Promotion position, not to exceed 1 year, and may become permanent without further competition. If required to travel to a disaster site, you may encounter hazardous working and/or living conditions, for example, no water or electricity and/or minimal lodging facilities. A REAL ID is required. The CSC Buffalo, New York location is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers. By applying for this position with SBA's Office of Disaster Assistance, you can enjoy challenging but satisfying work and join a highly motivated and diverse team that helps families and businesses rebuild their lives after a disaster. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. This position is not included in a bargaining unit. Requirements Conditions of Employment Qualifications Generally, time in Non-Pay status is not creditable towards the specialized experience requirement listed below. 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 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. 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. If qualifying based on related unpaid (e.g. volunteer service) experience, you must provide hours worked per week and beginning/ending dates (mm/yyyy to mm/yyyy). 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. All qualification requirements must be met by 11:59 pm (Eastern Time) on 08/11/2025. Education GS-15: There is no educational substitution at this grade level. Qualification Standards: Program Management Series 0340 Additional Information Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA 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, based on your adjudication decision. 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 RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.phptitle=Reasonable\Accommodations\for\USA\Hire Career Transition Assistance Programs: 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). Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System or are exempt from having to do so under the Selective Service Law. For additional information visit www.sss.gov.Telework may be available. For information on Telework visit: http://www.telework.gov/ 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: Business Opportunity Specialist (Small Business Administration) Series 1101
