Manager, Visitor Services

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.

The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Senior Manager of Visitor Services, the Manager has a key role in helping achieve this objective.

The Manager, Visitor Services 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 and creating an enriching experience for our visitors. This may include participating in hiring, training, and supervising frontline staff; finalizing weekly schedules; managing daily floor operations; maintaining exceptional standards of customer service; ensuring all publicly accessible spaces are impeccably clean;

managing onsite ticketing and queuing; and aiding visitors in navigating their visits. The Manager will work closely with Visitor Services leadership team, Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.

The Manager, Visitor Services will partner with the team to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Manager, Visitor Services may support leadership with special projects including analyzing attendance data and driving earned revenues including ticket sales, memberships, programming, and other offerings.

• With a cross-departmental team of colleagues, support development of procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more
• Participate in the creation of the museum’s CRM and POS systems
• Develop and facilitate training curriculum for front‑line staff
• Participate in development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying

• Supervise and mentor the front‑line Visitor Services team
• Oversee daily operations of the Visitor Services department, including ticketing, queuing, visitor flow, group visit procedures, information distribution, hiring/training/supervising, scheduling, and more
• Handle any visitor escalations that cannot be settled at the floor staff level
• Act as a liaison between administrative staff and frontline staff
• Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience
• Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues
• Oversee admissions operations cash handling; online, phone, and in‑person ticket transactions
• Manage queues in real‑time to maximize attendance and visitor experience
• Coordinate all daily visitor experience efforts with the museum’s restaurant, café, and shop; ensure effective and efficient scheduling without conflict
• Work closely with security to support a program of preparedness and rapid response that spots and deescalates issues
• Work closely with Food & Beverage and the Retail…