Head of Services - Support and Managed

POSITION SUMMARY 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. 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. The Lucas Museum is deeply committed to delivering an exceptional and memorable experience for every visitor. The Visitor Services team plays a vital role in creating a welcoming, engaging, and seamless experience throughout the museum journey. Manager, Visitor Services, the Supervisor will play a key role in ensuring the smooth day‑to‑day operations of the museum while contributing to the growth and success of the museum. The role will help lead the frontline visitor services team across a variety of assignments, including ticketing, cash handling, theater ushering, guest engagement, guided tours, wayfinding, and general guest services. The Supervisor will serve as a visible and approachable leader on the museum floor, ensuring operational excellence, fostering a positive team culture, and helping create an enriching and inclusive experience for all visitors.

Partner with Visitor Services leadership on staff resourcing, scheduling, standard operating procedures, and special projects as needed.

Assist Visitor Services leadership with interviewing, onboarding, and training frontline staff to ensure consistency in service delivery and operational excellence.

Serve as an escalation point for museum guests, ensuring a positive visitor experience and delivering exceptional service to both internal and external stakeholders.

Maintain a thorough understanding of the Lucas Museum’s policies, programs, and offerings, tailoring communication to visitors to aid them in navigating their experience.

Promote, sell, and provide support for ticket sales and membership program.

Ensure all publicly accessible spaces are impeccably clean and visitors act in accordance with the Museum’s policies, escalating issues to the Visitor Services management team as needed.

Support special museum initiatives, including public programs, events, VIP experiences, tours, and cross‑departmental activations.

Lead department training of Visitor Services Associates team and other organization-wide initiatives.

Ensure the Visitor Experience team adheres to local safety protocols and policies and complies with local state and federal employment laws.

Perform other special projects and tasks as required by the Visitor Services management team.

1. years of experience as a Guest Experience Lead or Supervisor, or supervisory experience hiring, training, and coaching frontline staff, preferably for an arts & cultural institution or a prominent consumer brand.
2. years of experience in a high‑volume, guest service‑oriented environment.

Excellent team management skills.

Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Relays key messages effectively, targeted to specific audiences. Identifies others’ communication styles and perspectives, adjusting language and approach accordingly. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Building Trust & Relationship Management: Accountable ownership and clearly shares information and the “why” behind decisions.

Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.

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. Applications from traditionally underrepresented communities are encouraged.