Visitor Services Manager; Program Specialist

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.

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.

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.

• 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…