Capitol Visitor Experience Manager

State-of-Washington-Dept.-of-Enterprise-Service; Olympia (WA); On-site; USD 95,000 - 125,000; Full time

Job summary

The Department of Enterprise Services (DES) seeks a Visitor Services Manager to lead the Capitol Security and Visitor Services team. You will oversee civic education, public tours, event permitting, and visitor management, driving service quality, policy development, and cross-agency coordination in a high-profile government setting.

Reporting to the CSVS Deputy Director, you will interpret regulations, ensure accessibility, and act as a diplomatic liaison for First Amendment rights while

Qualifications

• Eight (8) years of progressive experience in public engagement and managing public space.
• Knowledge of civics, the legislative process and/or Washington State history.
• Experience with FEMA Incident Command System (ICS) structure and incident action planning.
• Experience in tours or event operations and staff supervision.
• Ability to navigate political or highly charged groups and customers.
• Experience interpreting and enforcing rules and regulations; strong customer service.

Responsibilities

• Direct personnel management including hiring, training, and performance evaluations.
• Model and enforce exceptional customer service standards during high-conflict interactions.
• Interpret campus regulations; oversee permits balancing public access with operations.
• Develop Incident Action Plans for large events and coordinate cross-agency logistics.
• Draft policies and contracts to improve services and ensure alignment with agency values.
• Build stakeholder relationships and apply campus rules with fairness.

Skills

Public engagement

Staff supervision

Customer service

Public safety coordination

Education

Master's degree in Public Administration

Job description

The Department of Enterprise Services (DES) seeks a Visitor Services Manager to lead the Capitol Security and Visitor Services team. You will oversee civic education, public tours, event permitting, and visitor management, driving service quality, policy development, and cross-agency coordination in a high-profile government setting.

Reporting to the CSVS Deputy Director, you will interpret regulations, ensure accessibility, and act as a diplomatic liaison for First Amendment rights while