Apply on Employer Site

USAJOBS · 1 month ago

Program Manager (Deputy Director)

Buffalo, New York, USA

Full-time

Onsite

Lead/Staff, Director/Executive

$153K/yr - $195K/yr

1+ years exp

USAJOBS is seeking a Program Manager (Deputy Director) for the US Small Business Administration, Office of Capital Access, in Buffalo, New York. This role involves planning, directing, managing, and evaluating the functions of the Customer Service Center, ensuring compliance with laws and regulations while overseeing call center operations.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

U.S. Citizen Only

Responsibilities

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

Qualification

Program ManagementCustomer Service OperationsFinancial ManagementStaff SupervisionPolicy DevelopmentOral CommunicationWritten Communication

Required

U.S. citizenship is required

You must be able to obtain and maintain a Government travel credit card

Favorable background investigation and credit check are required

You must meet time-in-grade requirements by the closing date

A one-year supervisory/Managerial probationary period may be required

You may be required to complete a one-year probationary period for non-supervisors if you fail to complete the one-year supervisory probationary period

This position is not included in a bargaining unit

Selectee is required to report to the Customer Service Center located in Buffalo, NY (No relocations expenses provided)

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

Federal status applicants must meet both Time-In-Grade AND experience requirements by the closing date of this announcement

Time-In-Grade Requirement: GS-15: Must have held grade GS-14 for 52 weeks

You may qualify based on experience as indicated above

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

All qualification requirements must be met by 11:59 pm (Eastern Time) on 12/03/2025

Education may not be substituted for experience for this position