Visitor Services Manager (Program Specialist 5)

Salary: $5,928.00 - $7,973.00 Monthly
Location : Thurston County - Olympia, WA
Job Type: Full Time - Permanent
Job Number: 2026-CSVS-003
Department: Dept. of Enterprise Services
Division: Capitol Security and Visitor Services
Opening Date: 10/19/2026
Closing Date: 11/8/2026 11:59 PM Pacific

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 for similar roles that may interest you like our Civic Education Supervisor, Tour & Visitor Experience Coordinator, and Visitor Services Program Assistant positions.
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.

Supplemental Information

How to Apply:
Interested? We would love to hear from you! Click "Apply" at the top of this page to start your application. You can save the application and come back to it, if needed. Be sure to complete the application fully to include a full work history and responses to the supplemental questions.

Please provide the following documents in order to be considered; failure to do so may result in you not being considered for the position:

• A letter of interest that shows your personality and voice to describe why you are the successful candidate and how you meet the specific qualifications for this position
• A current resume, detailing experience, and education
• A current list of at least three (3) professional references with current contact information

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.

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.

Contact Information:
For questions about this recruitment or to request a reasonable accommodation in the application process, contact George Deguzman via email at 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.

Follow DES on LinkedIn, Twitter and Facebook | Subscribe to DES job alerts
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees' Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems' web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave
Full-time employees earn eight hours of sick leave per month. Overti