Director of Visitor Services

Washington, D.C
Feb 01, 2023
Feb 04, 2023
Executive, Director
Full Time

In this role you will have an opportunity to promote world class customer service and engage the public with a thorough understanding of American history and art. Key responsibilities also include, management of visitor services operations, budget and financial management, as well as, inspiring staff to conduct daily operations with a visitor centric mindset, which ensures a positive lasting impression is achieved with each guest's visit through the Capitol Visitor Center.

The Director oversees management and bargaining unit employees.

Managing the Visitor Services operation is comprised of various services and activities which includes, but is not limited to, support for Inaugural and Congressional ceremonies, Capitol building tours and wayfinding, theater operation, shuttle service, ticketing and reservations, and emergency planning.

Working collaboratively with CVC divisions such as Planning, Operations, and Evaluation, to establish long and short term plans and milestones. In addition, working with internal stakeholders to ensure work progresses in a safe, effective and efficient manner through operational data and trend analysis, execution of the budget, as well as, staffing planning and employee training.

Providing logistics planning and creative coordination to support events and activities in the Capitol. Serving as a principal point of contact with Members of Congress' offices, and ensuring visits by Members' guests are integrated into regularly scheduled tours. Additionally, you'll provide routine awareness to the Deputy CEO for Visitor Services of CVC operations, challenges, and developments related to distinguished visitors, Members, congressional staff and Members' guests.

Tracking current industry trends and actively engage with tourism affiliates. Maintaining awareness of current and projected tours and exhibits taking place at local museums that may affect the number of visitors to the area, by building and maintaining relationships with institutions such as the Library of Congress and the U.S. Botanic Garden.

Leveraging your expert knowledge in operations and management to foster a customer service centric culture, as well as, a culture of learning, sharing, cooperation, and teamwork that works to improve efficiency throughout the organization.

Effectively communicating and collaborating with supervisors to ensure there are fair and equitable processes established and followed to hire, promote, and rate the performance of employees. Additionally, you'll be expected to work with your subordinate leadership team to address and resolve staffing gaps, or challenges to ensure there is effective coverage for essential work functions throughout each facet of the organization.


Conditions of Employment

  • A citizen of the United States;
  • A person who is lawfully admitted for permanent residence and is seeking citizenship as outlined in 8 U.S.C. 1324b(a)(3)(B);
  • A person who is admitted as a refugee under 8 U.S.C. 1157 or is granted asylum under 8 U.S.C. 1158 and has filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible;
  • A person who owes allegiance to the United States (nationals of American Samoa, Swains Island, and the Northern Mariana Islands, and nationals who meet other requirements described in 8 U.S.C. 1408); or
  • You must be able to pass a drug test and background check.
  • Your resume and question responses must demonstrate the job-related KSAs.
  • You must meet the definition of specialized experience.


You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position. You must meet all eligibility and qualifications requirements by the closing date of the job announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on the OPM web site at .

Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.

Candidates for the GS-15 grade level must have at least 52 weeks of specialized experience equivalent to the GS-14 grade level in the Federal service.

Specialized experience for this position includes:
  • Senior level experience leading a front facing organization in a high profile, high volume environment
  • Senior level experience leading a large, complex diverse team and building a positive team culture
  • Senior level experience developing successful collaborations and working relationships at all levels of an organization by building internal and external partnerships
  • A strategic partner championing the visitor experience to ensure strong short- and long-term audience engagement outcomes
  • Develop onsite and online points of engagement aimed at deepening and enhancing visitor experience, before, during and after their visit
  • Senior level experience engaging the public through technology


There is no educational requirements for this position.

Additional information

Welcome Veterans. The Veterans Employment Opportunities Act of 1998 (VEOA) gives veterans' preference rights in the legislative branch to certain veterans as applied by the Congressional Accountability Act. Veterans' preference is applied on this vacancy announcement. If you are a veteran and have been separated under honorable conditions, you must submit a copy of your DD-214 or other proof of eligibility; SF-15, if applicable; and Department of Veterans Affairs documentation of disability, if applicable. For more information, please visit .

If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System. If you are exempt from registration under Selective Service Law, you must provide appropriate proof of exemption. Please visit the Selective Service System website for more information.

DRUG TESTING: The Architect of the Capitol (AOC) is a Drug Free Workplace. As part of the AOC's suitability assessment, a candidate tentatively selected for a position who is not currently an AOC employee is required to submit to screening for illegal drug use. Satisfactory completion of a drug test is a condition of employment with the Agency. A candidate must test negative prior to being eligible for appointment into a position. We will schedule, provide and cover the cost for the drug test.

The selectee(s) under the vacancy announcement for this position is subject to a criminal record check by the U.S. Capitol Police and satisfactory adjudication to be eligible for employment at the Architect of the Capitol.

The Architect of the Capitol is an E-VERIFY Participant. E-VERIFY is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security (DHS) and Social Security Administration records to confirm employment authorization in the United States. If you are selected for this position, the documentation that you present for purposes of completing the DHS Form I-9 will be verified through the DHS "E-VERIFY" electronic system. For more information on E-Verify, please visit

The Architect of the Capitol is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, sex, religion, age, national origin, sexual orientation, gender identity, genetic information and/or disability.

This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be made on a case-by-case basis.

Moving expenses are not authorized.

Relocation expenses are not authorized.

Probationary Period - A newly appointed selectee is subject to the completion of a one-year trial/probationary period, regardless of whether or not a trial/probationary period has been completed previously with the Architect of the Capitol or another Federal agency.

This vacancy announcement may be used to fill additional vacancies in any of the jurisdictions of the Architect of the Capitol.

All application materials become the property of the Architect of the Capitol.