Job Description

ABOUT THE LUCAS MUSEUM OF NARRATIVE ART

The 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 solutions for visitor experience challenges and opportunities
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; assure 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 store to ensure close cooperation and a superior customer service experience
Handle any visitor escalations that cannot be settled at the floor staff level
Develop and implement new programs and initiatives to improve the visitor experience
Use data, experimentation, and visitor feedback to continuously improve the visitor experience
Continuously refine hiring and training practices
Mentor and provide feedback to staff in a contemporaneous and effective manner
Work closely with colleagues in Expo Park to coordinate activities across multiple venues
Stay up to date with industry trends and best practices

CORE COMPETENCIES

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.

Building Trust & Relationship Management
Accountable Ownership and clearly shares information and the "why" behind decisions.
Asks for and values the opinions of others. Displays empathy when listening.
Acknowledges when trust has been broken and focuses on rebuilding.
Relates comfortably with people across levels, functions, cultures, and geographies. Identifies interpersonal and group dynamics and reacts effectively.

Accountable Ownership
Takes ownership of outcomes, positive or negative, without blaming others within the team or cross-functionally.
Recognizes when they are not approaching a situation with accountability but instead with a blame mindset.
Takes accountability for assigned tasks and executes on deliverables in a timely manner.

Strategic Alignment & Execution
Contributes to the organization by understanding and aligning actions with the organization's goals, core functions, needs, and values.
Seeks out and incorporates multiple perspectives, experiences, and industry trends to develop a holistic perspective. Operationalizes ideas within the business model.
Displays critical thinking when faced with a challenge by asking probing questions and looking for connections.

QUALIFICATIONS

5+ years of experience in a leadership role at an organization that modeled a high degree of customer service and sales. Museum experience is not essential, but experience in hospitality, attractions, cultural organizations and admissions-driven institutions preferred
Experience directly managing and motivating large numbers of hourly staff
Experience creating and managing complicated staffing schedules for hourly staff
Demonstrated commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging in hiring, staffing, management, training, and leaderships practices
Ability to influence and engage direct reports and peers and create a positive work environment
Excellent communication and interpersonal skills
Strong organizational and problem-solving skills
Ability to work independently and as part of a team
Innovative thinker, with a track record for translating strategic thinking into action plans and output
Solid strategic planning, organizational, and project management skills
Ability to work under pressure and meet deadlines
Experience with point-of-sale systems, ticketing software, and retail operations
Ability to work a flexible schedule, including weekends and evenings, as required
Multi-language fluency strongly preferred

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.

All staff at the Lucas Museum of Narrative Art lead through a deep commitment to diversity, equity, and inclusion, both within the Museum and with the communities that we serve.

Salary and titles will be assigned commensurate to the successful candidates’ education and experience. An attractive compensation package will be offered to the successful candidate(s).

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Director, Visitor Services at Lucas Museum of Narrative Art

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