Program Manager (Deputy Director)

Full Job Description

You will serve as a Deputy Director for Small Business Administration (SBA), Customer Service Center (CSC) in Buffalo, NY.

This position assists the Director in planning, directing, and managing day-to-day Customer Service Center (CSC) call center operations in support of the SBA Disaster Loan Assistance Program.

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: 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.

Experience: To receive credit, you should indicate the month and year as well as the average hours worked per week for each employer.

Average work hours should 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-14: To qualify you must have at least 1 full year (52 weeks) of specialized experience equivalent in difficulty and complexity to the GS-13 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 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 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 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. All qualification requirements must be met by 11:59 pm (Eastern Time) on 02/24/2026 Major Duties:

As a Program Manager (Deputy Director) at the GS-0340-14, some of your typical work assignments may include: Assists the Director in planning, directing, and managing day-to-day Customer Service Center (CSC) call center operations in support of the SBA Disaster Loan Assistance Program.

Coordinate with the Director in establishing operational goals, priorities, and performance measures.

Assists in workforce planning, workload forecasting, and allocation of resources to meet fluctuating disaster-related demands.

Coordinates with Field Operations Centers, other Disaster offices, and SBA Headquarters on operational initiatives, projects, and status reporting.

Provides briefings and technical input on CSC capabilities, operational challenges, and program execution Exercises delegated supervisory authority over subordinate supervisors and staff.

Initiates work assignments and provide technical guidance on complex or controversial operational matters within delegated authority.

Reviews work products for technical accuracy, consistency, and compliance, elevating issues of significant program impact to the Director.