About this role
Job SummaryThis 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.
QualificationsFor 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. 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. 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.
Major DutiesAs a 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.