Director, Visitor Services

ABOUT THE LUCAS MUSEUM OF NARRATIVE ARTThe Lucas Museum of Narrative Art believes in the power of illustrated stories to connect us. With a growing collection that encompasses artworks from across cultures, places, times, and mediums, including paintings, sculptures, murals, photography, comic art, book and magazine illustrations, and the arts of filmmaking, the museum will explore narrative art’s potential to prompt questions, invite opinions, inspire community, and move people to think about the impact of images on our world. Co-founded by George Lucas and Mellody Hobson, the Lucas Museum was designed by renowned architect Ma Yansong of MAD Architects with Stantec as executive architect and is under construction in Los Angeles’s Exposition Park. An 11-acre campus with extensive new green space designed by Studio-MLA will embrace the museum’s 300,000-square-foot building, which will feature expansive galleries, two state-of-the-art theaters, and dedicated spaces for learning and engagement, dining, retail, and events.
POSITION SUMMARY  The Lucas Museum is sharply focused on creating a superior level of visitor enjoyment and experience for all our onsite visitors. The Director of Visitor Services has a key leadership role in achieving this objective.  On a day-to-day basis, the Director of Visitor Services is responsible for the overall management of the museum's Visitor Services department including hiring, training, and supervising frontline staff; preparing weekly schedules; conducting daily briefings with frontline staff; 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 Director of Visitor Services will work closely with the Learning and Engagement, Volunteer, Accessibility, and Security departments to provide integrated workflows that address all visitor and institutional needs.   On a strategic level, the Director of Visitor Services will work across departments to push for continuous improvement, building on data, experimentation, and engagement with staff and visitors. The Lucas Museum strives to be a leader in the field for innovative and equitable visitor engagement and this position will use both qualitative and quantitative lenses to assess these efforts. The Director will lead a cross-departmental team of stakeholders to make continuous improvements to visitor experience, driven by feedback and data. Additionally, this position will liaise with external partners across Exposition Park to align visitor-facing efforts.  
The Director of Visitor Services will be the point person responsible for promptly reviewing visitor feedback as the lead of a cross-departmental team with the goal of spotting and resolving issues and identifying opportunities. The Director of Visitor Services will also be a key member of the team that analyzes attendance data. The Director of Visitor Services will have a pivotal role in driving earned revenues in support of the Museum’s mission through a concerted effort to sell tickets, 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 
• Participate in the creation of the museum’s CRM and POS systems 
• Develop training curriculum for all frontline staff 
• Participate in development of attendance tracking and reporting systems, visitor experience and visitor feedback reporting, and visitor surveying 
• Establish goals, standards of performance, and standard operating procedures which promote a consistently superior visitor experience 
• Work with HR to create a bespoke training program that produces best of class interactions with visitors and drives sales 
• Work with HR to identify the skills that will best serve the museum, and implement a program to hire people with those skills 
• Develop and manage departmental operating budget  


• POST-OPENING 
• Oversee the daily operations of the visitor services department, including ticketing, queuing, visitor flow, group visit procedures, information distribution, hiring/training/supervising, scheduling, and more 
• A major portion of the Visitor Services operation will be driving membership through sales and through an enhanced membership experience 
• Creating a culture within the staff of engagement that leads to higher sales of tickets and memberships 
• Act as a liaison between administrative staff and frontline staff 
• Proactively identify and develop soluti