Supervisor, E-Commerce Fulfillment

Job Description

Job Description

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

Opening in September 2026, the Lucas Museum of Narrative Art is dedicated to illustrated storytelling.  Founded by George Lucas and Mellody Hobson, the museum’s collection features works by artists including Norman Rockwell, Kadir Nelson, Jessie Willcox Smith, N. C. Wyeth, Beatrix Potter, Judith F. Baca, Frida Kahlo, and Maxfield Parrish; as well as comic art legends such as Winsor McCay, Jack Kirby, Frank Frazetta, Alison Bechdel, Chris Ware, and R. Crumb; and photographers Gordon Parks, Henri Cartier-Bresson, and Dorothea Lange. The Museum also houses the Lucas Archives, containing models, props, concept art, and costumes from Lucas’s filmmaking career. 

Designed by Ma Yansong of MAD with a landscape by Mia Lehrer of Studio-MLA, the Museum is in Exposition Park, Los Angeles, on an 11-acre campus that includes new green space and a 300,000-square-foot building with galleries, two theaters, a library, restaurant, café, retail store, and community spaces.  

Reporting to the Assistant Manager, Warehouse, the Supervisor, E-Commerce Fulfillment leads the daily execution of direct-to-consumer fulfillment operations, ensuring online customer orders are processed accurately, efficiently, and in accordance with service standards. This role leads the  fulfillment staff, optimizes workflows, and supports a seamless customer experience from order placement through delivery and returns. 

The Supervisor is responsible for maintaining high standards of order accuracy, shipping timeliness, inventory integrity, and customer satisfaction while achieving productivity goals in a fast-paced retail environment. This position partners closely with retail experience and retail operations teams to resolve fulfillment challenges, improve processes, and support the growth and evolving needs of the eCommerce business. 

• Supervise daily eCommerce fulfillment operations, including order picking, packing, shipping, replenishment, and returns.  

• Monitor order flow to ensure accurate, timely, and efficient fulfillment.  

• Partner with the Warehouse Manager on staffing, labor allocation, and operational priorities during peak periods and promotional events.  

• Ensure shipping documentation, carrier labels, tracking information, and orders are processed accurately and in compliance with standards.  

• Maintain inventory accuracy by resolving discrepancies and partnering with Inventory Control on variances.  

• Maintain organized, safe, and efficient fulfillment workspaces.  

• Safely operate company vehicles and transport merchandise between warehouse, retail, and offsite locations.  

• Plan delivery routes, communicate updates, and maintain required vehicle inspections and documentation.  

• Support receiving, replenishment, cycle counts, and inventory movement as needed.  

• Monitor fulfillment performance metrics, including order accuracy, productivity, turnaround time, backlog management, and shipping timeliness.  

• Resolve fulfillment issues, shipping delays, damaged orders, and customer escalations promptly and professionally.  

• Ensure a positive customer experience through quality packaging, order presentation, and delivery execution.  

• Support continuous improvement initiatives to enhance operational efficiency, scalability, and customer satisfaction.  

• Train, coach, and support fulfillment staff on procedures, safety, productivity, and service standards.  

• Collaborate with Retail Operations and other cross-functional teams to address inventory, order, and operational needs.  

• Communicate operational updates, risks, and delays to leadership.  

• Ensure compliance with company policies, safety procedures, OSHA requirements, and fulfillment best practices.  

• Participate in operational planning and the implementation of new processes, systems, and tools.  

• 2+ years of warehouse, fulfillment, distribution, or eCommerce operations experience, preferably within a high-volume retail environment  

• Valid driver’s license and a clean driving record required

• Working knowledge of safe driving practices and transportation compliance requirements 

• Previous supervisory, team lead, or shift leadership experience preferred  

• Familiarity with eCommerce platforms, order management systems (OMS), warehouse management systems (WMS), and shipping software  

• Strong understanding of fulfillment workflows, inventory management practices, and shipping operations  

• Ability to prioritize tasks, manage competing deadlines, and adapt quickly in a fast-paced environment  

• Strong analytical, organizational, and problem-solving skills with high attention to detail  

• Effective communication and interpersonal skills with the ability to lead and motivate teams  

• Proficiency with Microsoft Office and operational reporting tools preferred  

• Ability to lift and move merchandise and remain active throughout scheduled shifts as operationally required  

• Flexible availability including evenings, weekends, holidays, and peak business periods as needed 

• Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members. 

• Passion for supporting efficient retail operations that align with the Museum’s mission, brand, and values 

WORK ENVIRONMENT

• This role is performed primarily in a public-facing museum retail environment with frequent interaction with visitors, staff, vendors, and other museum departments.
• The retail space may be active and fast-paced, particularly during weekends, holidays, exhibitions, programs, and special events.
• May require early mornings, evenings, weekends, and holidays.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods of time during scheduled shifts.
• Ability to lift, carry, unpack, and restock merchandise up to 30 pounds.
• Ability to bend, reach, climb step stools as needed, and perform repetitive motions associated with POS operation, packaging, tagging, and merchandising.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.  

Courageous Communication:  Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.  

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.  

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.  

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.  

EQUAL OPPORTUNITY AND OUR COMMITMENT TO DEAIB

The Lucas Museum of Narrative Art embraces diversity and equal opportunity. We are committed to building a team that represents and supports a variety of backgrounds and perspectives. The Lucas Museum fosters a work environment that is free of discrimination and harassment, whether based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other criterion prohibited by applicable federal, state, or local laws. We believe that diversity and inclusion among our team is critical to our success, and we seek to recruit, develop, and retain the best qualified people from a diverse candidate pool. Applications from traditionally underrepresented communities are encouraged.

The statements in this description represent typical elements, criteria, and general work performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the job.

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The Lucas Museum of Narrative Art is dedicated to the art of illustrated stories. Our mission is to inspire and connect people through the exploration of visual stories and their influences in society. 

VALUES

Our internal and external practices are shaped by the following beliefs and behaviors.

People First : We meet people wherever they are (physically, intellectually, emotionally). Our inclusive practice connects who people are and what they find emotional in works of art.

Inspired: We believe that art can move you to feel, think, reflect, and act.

Collaborative: We believe that nimble thinking and working together yield exponential results.  

STRATEGIC PRIORITIES

Narrative Art:

Amplify the social impact of storytelling and illustration. 

Community:

Connect to a broad and diverse public.

Operational Excellence:

Create a healthy and durable institution. 

Hourly rate will be assigned commensurate to the successful candidates’ education, experience, and location. 

Pursuant to the Lucas Museum of Narrative Art’s COVID-19 Mandatory Vaccination Policy, the museum requires all who work on-site or conduct occasional meetings on-site to provide proof of COVID-19 vaccination as a condition of hire absent an approved medical and/or religious exemption. Upon hire, all new freelancers will receive detailed instructions on complying with this policy.  Federal, state, or local public health directives may impose additional requirements.