Visitor Services Manager (Program Specialist 5)

About the Department

NOTE:
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:

Position 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.

Minimum 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.

Other Qualifications

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. 

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 [email protected]. 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.
 
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Benefits

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. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave. 

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.  

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave 
Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

Supplemental Questions

Required Question

Agency Information

EmployerState of WashingtonAddress View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504 Website http://www.careers.wa.gov