Visitor Services Manager (Program Specialist 5)

Washington Department of Natural Resources; Washington; On-site; USD 90,000 - 120,000; Full time

Job summary

Washington State Department of Enterprise Services (DES) invites applications for Visitor Services Manager, a Program Specialist 5 role within Capitol Security and Visitor Services. You will oversee civic education, public tours, event permitting, and visitor management under the CSVS leadership.

The role requires eight years of progressive experience in public engagement and staff supervision; on-site work Tue–Sat 8 AM–5 PM with some weekend/holiday coverage; ability to interpret rules, draft

Qualifications

• Eight (8) years of progressive experience in public engagement and public space.
• Experience leading staff, scheduling, and performance evaluations.
• Ability to interpret and enforce rules and regulations.
• Strong customer service skills and conflict de-escalation abilities.
• Familiarity with incident planning and emergency response concepts.

Responsibilities

• Direct personnel management, including hiring, training, and evaluations.
• Oversee civic education, public tours, and event permitting.
• Coordinate visitor management and ensure accessibility compliance.
• Develop Incident Action Plans for large or political events.
• Interpret rules, policies, and campus guidelines; liaison with partners.

Skills

Public engagement

Staff supervision

Customer service

De-escalation techniques

Diplomatic communication

Public space management

Education

Bachelor's in Public Administration or related field

Master's in Public Administration or related field

Tools

ICS (Incident Command System)

Rule interpretation (WACs/RCWs)

Job description

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.

Duties

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.

Qualifications

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

Incumbents to this position must possess and demonstrate the following 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.