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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. Responsibilities 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. Requirements Conditions of Employment 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. Education Education may not be substituted for experience for this position. Additional Information Reasonable Accommodation Requests: If you have a disability (physical or mental) covered by the Rehabilitation Act of 1973, as amended and Americans with Disabilities Act 1990, that would interfere with completing the USAHire Assessments, you will have the opportunity to request a reasonable accommodation (RA) in your online application. Requests for RA for the USAHire Assessments and appropriate supporting documentation must be received prior to starting the assessments. Decisions on requests are made on a case-by-case basis. After notification of the adjudication of your request, if you meet the minimum qualifications of the position, you will receive an email invitation to complete the USAHire Assessments. You must complete all assessments within 48 hours of receiving the invitation, if you received the link after the close of the announcement. To determine if you need an RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Career Transition Assistance Plan (CTAP) 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). Interagency Career Transition Assistance Plan (ICTAP) applies to employees who have been or will be involuntarily separated from a Federal service position within the competitive service. To receive selection priority for this position, you must: 1) meet eligibility criteria; 2) be rated well-qualified for the position (score of 85 or better) based on your responses to the assessment; 3) the position to which you are applying MUST BE in the Local Commuting Area of the position of record from which you are being displaced; and 4) submit the appropriate documentation to support your ICTAP eligibility. Click here for more information. You MUST submit a copy of your separation notice or other proof of eligibility. EEO Statement: The United States government does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service or other non-merit factor. 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. Noncompetitive Appointment Authorities: For more information on noncompetitive appointment authority eligibility requirements: Persons with Disabilities - Schedule A Special Hiring Authority for Veterans Special Hiring Authority for Certain Military Spouses Other Special Appointment Authorities - Subpart F Veterans Employment Opportunity Act (VEOA) -VEOA allows eligible veterans to apply and compete for positions announced under merit promotion procedures when the hiring agency is recruiting from outside its own workforce. To be eligible for a VEOA appointment, a veteran must be honorably separated and either a preference eligible or have substantially completed three (3) or more years of continuous active military service. If you are applying for a Merit Promotion announcement and wish to be considered under VEOA, you must submit a copy of the Member Copy 4 of your DD-214, in addition to any other required documents listed on this announcement.