Program Manager (deputy Director)

Small Business Administration; Buffalo (NY); On-site; USD 110,000 - 140,000; Full time

Job summary

The Small Business Administration seeks a Deputy Director for the Buffalo Customer Service Center to lead day-to-day operations of the call center supporting the Disaster Loan Assistance Program. The role requires strategic oversight, coordination with internal and external stakeholders, and hands-on management of workload and staffing.

Candidates must meet federal qualification standards (GS-14) and demonstrate experience in emergency management, policy communication, and senior-level liaison

Qualifications

• Experience at or above GS-14 level in federal/service management.
• Oversight of call center operations and workload distribution.
• Experience with forecasting and workforce platforms like Genesys.
• Ability to communicate policies and guidelines to internal and external stakeholders.
• Meet OPM qualification requirements by 09/04/2026.

Responsibilities

• Lead day-to-day operations of Buffalo CSC call center.
• Advise Director and coordinate operational leadership.
• Develop and implement strategy and direction of disaster program.
• Communicate with senior government officials and executives.

Education

Program Management Series 0340 knowledge

Tools

Genesys

Job description

This 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.For 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. 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.

Your Match

How well this role fits your profile.

Confirmed H-1B sponsor. The Department of Labor record shows filings under SMALL BUSINESS ACCOUNTAX, LTD. .

Filings 12

Approved 75%

Avg wage $53K

From public Department of Labor LCA disclosures. Sponsorship history is a signal about the employer, not a commitment on this role.