Visitor Services Manager (Program Specialist 5)

State of Washington; Olympia (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Job description

Visitor Services Manager (Program Specialist 5)

Tuesday - Saturday | 8AM - 5PM | ON-SITE
Schedule includes partial weekend coverage and occasional holidays

NOTE: A rapid recruitment process is expected to fill this position prior to Legislative Session. Candidates should be prepared to have interviews scheduled as early as the week following the posting period and a start date to quickly follow for the selected candidate. The hiring authority reserves the right to offer the position at any time after the required posting period, and during the recruitment process. It is to the applicant's advantage to apply as early as possible. We invite you to check out our DES Jobs Page for similar roles that may interest you like our Civic Education Supervisor, Tour & Visitor Experience Coordinator, and Visitor Services Program Assistant positions.

Who We Are:

The Department of Enterprise Services (DES) provides centralized business services to state government agencies; to other public entities such as cities, counties and tribes; and to Washington residents. DES’ mission is to strengthen the business of government for a sustainable and just future. Learn more about DES.

About the Opportunity:

As Visitor Services Manager, you will serve on the Capitol Security and Visitor Services (CSVS) leadership team, reporting to the CSVS Deputy Director leading strategic development, and daily operation of the state Capitol’s visitor programs. In this role, you will manage assigned staff and oversee key program functions, including civic education, public tour services, event permitting, and visitor management, while driving continuous improvement through best-in-class customer service practices and technology integration. Acting as a diplomatic subject matter expert on public space use, you will research, interpret, and enforce campus rules and policies, coordinate Incident Action Plans for major or politically sensitive events, and serve as the primary point of contact for First Amendment rights and spontaneous gatherings. Ultimately, you will serve as a trusted ambassador for the agency, expertly mitigating conflicts in a high-profile, fast-paced political environment to foster a positive, engaging, and accessible experience for all visitors to the Washington State Capitol.

Some of What You’ll Enjoy Doing Includes:

• Direct personnel management, including hiring, training, performance evaluations, 7-day staffing schedules, and daily quality control over staff deliverables.
• Model and enforce exceptional customer service standards, guiding staff through complex, sensitive, or high-conflict interactions with sound judgment and de-escalation techniques.
• Serve as the campus subject matter expert on public space use by interpreting WACs/RCWs, establishing time/place/manner restrictions, and oversee permits to balance public access with government operations. Act as the main point of contact for First Amendment rights and spontaneous gatherings, helping contentious groups express their rights safely while minimizing disruption.
• Develop Incident Action Plans (IAPs) for large or political events, coordinating cross-agency logistics, staffing, and serving in key Incident Command System (ICS) roles as needed.
• Draft, propose, and refine program policies, decision packages, customer service standards, and contracts to ensure continuous improvement and alignment with agency values.
• Build strong stakeholder relationships and navigate politically sensitive environments with diplomacy, fairness, and consistent application of campus rules.
• Attend weekly security briefings and maintain close coordination with partners, security teams, and facilities staff to align on internal planning, upcoming events, and campus operations.
• Partner with emergency teams to develop contingency and evacuation plans for campus visitors and staff, including participating in annual legislative building drills.
• Ensure accessibility compliance, step in during staff shortages to lead tours and manage events, and directly assist volunteers and the public.
• Other duties as needed.

Required Qualifications

• Eight (8) years of progressive experience in any combination of the following areas:
  • Public engagement and managing public space.
  • Knowledge of civics, the legislative process and/or Washington State history.
  • FEMA Incident Command System (ICS) structure, writing safety plans or Incident Action Plans.
  • Tours or event operations.
  • Staff supervision.
  • Navigating political or highly charged groups or customers.
  • Interpreting and enforcing rules and regulations.
  • Customer service.
• NOTE: Education in Public Administration, Social Sciences, Communications, or related field may be considered for experience, on a year-for-year basis.

Diversity Equity and Inclusion (DEI) Competencies

• Take action to learn and grow: Demonstrate a willingness to learn from new experiences, seek feedback, consider different perspectives, and continuously improve knowledge, skills, communication, and approaches to work.
• Take action to meet the needs of others: Seek to understand the needs and experiences of customers, coworkers, and communities. Identify barriers to access and participation and address them before they become obstacles for the people we serve, providing support that is respectful, timely, and effective.

Preferred Qualifications:

• Master's degree in Public Administration, Social Sciences, Communications, or related field.
• Two (2) years of related experience in planning, policy analysis, coordination, and consultation with a variety of public and private agencies, organizations, and/or levels of government.
• Two (2) years of supervisory experience.
• De-escalation training or experience.
• Experience working with diverse populations.

Do not attach any documents that include photos or private information (social security number, year of birth, etc.).

Please Note:

By submitting these materials, you are indicating that all information is true and correct. The state may verify information. Any untruthful or misleading information is cause for removal from the applicant pool or dismissal if employed. A resume will not be substitute for completing the “duties summary” section of the online application. Please do not refer to the resume for detail or your application may be disqualified.

Background Check Notice:

Prior to any new appointment into The Department of Enterprise Services, a background check including criminal record history will be conducted as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Union Inclusion:

This position is in a bargaining unit and falls under the Collective Bargaining Agreement between the state of Washington and the Washington Federation of State Employees.

Opportunity for All:

The Department of Enterprise Services celebrates our differences and we are committed to a workplace that supports equal opportunity employment and inclusion regardless of race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity diversity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will also consider qualified applicants with criminal histories, consistent with applicable federal, state and local laws.

You are welcome to include the name and pronoun you would like to be referred to in your materials and we will honor this as you interact with our organization.

Contact Information:

For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman via email at [e-mail]. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.