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Senior Manager, Visitor Services
Lucas Museum of Narrative ArtLos Angeles, United Statesfull_timeVerifiedPosted 19 Feb 2026
About the role
ABOUT THE LUCAS MUSEUM OF NARRATIVE ARTOpening 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.
POSITION SUMMARYThe Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Director of Visitor Services, the Sr. Manager has a key role in helping achieve this objective. The Senior 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 Senior Manager of Visitor Services will work closely with Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs. The Senior Manager, Visitor Services will partner with the Director of Visitor Services to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Senior 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.
RESPONSIBILITIES
Pre-Opening· With a cross-departmental team of colleagues, develop the procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more· Help lead creation of the museum’s CRM and POS systems· Support recruitment, hiring, onboarding, and training of front-line staff in partnership with the Director of Visitor Services and People & Culture, as well as development and delivery of training curriculum· Help lead development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
Post-Opening· Provide leadership for daily operations of the Visitor Services department, including ticketing, queuing, visitor experience and flow, cash handling, group visit procedures, information distribution, hiring/training/supervising, creating schedules, and more· Supervise and provide mentorship to the Manager, Visitor Services and front-line Visitor Services team· Act as a liaison between administrative teams including Membership, Curatorial, IT, and others and frontline staff· Serve as an escalation point for visitor escalations that cannot be settled at the floor staff level· Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues· 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 store to ensure close cooperation and a superior customer service experience· Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience·
POSITION SUMMARYThe Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. Reporting to the Director of Visitor Services, the Sr. Manager has a key role in helping achieve this objective. The Senior 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 Senior Manager of Visitor Services will work closely with Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs. The Senior Manager, Visitor Services will partner with the Director of Visitor Services to quickly resolve issues and identify opportunities pertaining to visitor feedback. The Senior 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.
RESPONSIBILITIES
Pre-Opening· With a cross-departmental team of colleagues, develop the procedures for all aspects of interactions with visitors, including ticketing, membership sales, queuing, visitor flow, group visit procedures, information distribution, and more· Help lead creation of the museum’s CRM and POS systems· Support recruitment, hiring, onboarding, and training of front-line staff in partnership with the Director of Visitor Services and People & Culture, as well as development and delivery of training curriculum· Help lead development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying
Post-Opening· Provide leadership for daily operations of the Visitor Services department, including ticketing, queuing, visitor experience and flow, cash handling, group visit procedures, information distribution, hiring/training/supervising, creating schedules, and more· Supervise and provide mentorship to the Manager, Visitor Services and front-line Visitor Services team· Act as a liaison between administrative teams including Membership, Curatorial, IT, and others and frontline staff· Serve as an escalation point for visitor escalations that cannot be settled at the floor staff level· Ensure secure and accurate collection and recording of all transactions, reconcile daily transaction reports, and provide regular reports of admissions data to colleagues· 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 store to ensure close cooperation and a superior customer service experience· Use data, experimentation, and visitor feedback to proactively identify, develop and implement new programs and initiatives to improve the visitor experience·
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