You will serve as Director and primary advisor of the Customer Service Center (CSC), within the Small Business Administration (SBA), Office of Capital Access (OCA), located in Buffalo, New York. The Director works under the general direction of the Associate Administrator (AA)/Deputy Associate Administrator (DAA) for OCA and has full authority and responsibility in planning, directing, managing, and evaluating the functions of the CSC.
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. You may qualify based on experience. 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 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 08/15/2025.
As a Program Manager (Director) at the GS-0340-15, some of your typical work assignments may include: Planning, directing, managing, supervising, coordinating and evaluating all aspects of the call center operations and its program delivery. Planning, developing and conducting major projects related to the SBA Disaster Loan Assistance Program. Serving 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 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's disaster assistance functions. Identifying the need for and developing training goals, staff development and cross-training opportunities as appropriate for all Center employees IMPORTANT NOTES: This is a Permanent appointment in the competitive service with a full-time work schedule. By applying for this position with SBA's Office of Capital Access, 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. The CSC is located in the heart of Buffalo, New York. It is conveniently located near the city's growing hub of art, history, cultural, and entertainment centers. Additional selections may be made from this announcement if identical vacancies occur within 180 days from the closing date. Mandatory Overtime: In order to respond quickly and efficiently to disaster survivors, substantial compensated overtime hours may be required while on assignment (up to seven days a week and ten to fourteen hours a day). This position is not included in a bargaining unit.