Capitol Visitor Experience Lead | Civic Engagement & Events

State of Washington; Olympia (WA); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

The Department of Enterprise Services (DES) is seeking a Visitor Services Manager to join the Capitol Security and Visitor Services team. You will oversee staff, manage civic education programs, public tours, event permitting, and visitor management, while driving service improvements and technology integration.

You will interpret rules, coordinate incident plans, and act as a liaison on First Amendment rights and spontaneous gatherings, ensuring a safe, accessible, and engaging experience for

Qualifikationen

• Eight (8) years of progressive experience in public engagement, managing public space, and related operations.
• Knowledge of civics, the legislative process and/or Washington State history.
• Experience with FEMA Incident Command System (ICS), safety or incident action planning.
• Tours or event operations experience.
• Staff supervision experience.
• Ability to navigate politically charged groups and customers.
• Interpreting and enforcing rules and regulations.
• Customer service excellence.

Aufgaben

• Direct personnel management, including hiring, training, performance evaluations, scheduling, and quality control over staff deliverables.
• Maintain high standards of customer service and handle complex or high-conflict interactions with de-escalation techniques.
• Interpret campus rules, manage permits, and coordinate with First Amendment rights and spontaneous gatherings while balancing access and operations.
• Develop incident action plans for large or political events and coordinate cross-agency logistics.
• Draft and refine program policies, customer service standards, and contracts for continuous improvement and alignment with agency values.
• Build stakeholder relationships and navigate sensitive environments with diplomacy and fairness.
• Attend security briefings and coordinate with partners on planning and operations.
• Coordinate emergency planning and campus drills with volunteers and staff.
• Ensure accessibility and provide leadership for tours and events as needed.

Jobbeschreibung

The Department of Enterprise Services (DES) is seeking a Visitor Services Manager to join the Capitol Security and Visitor Services team. You will oversee staff, manage civic education programs, public tours, event permitting, and visitor management, while driving service improvements and technology integration.

You will interpret rules, coordinate incident plans, and act as a liaison on First Amendment rights and spontaneous gatherings, ensuring a safe, accessible, and engaging experience for