Supervisor, E-Commerce Fulfillment

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.

Position Summary

Reporting to the Assistant Manager, Warehouse, the Supervisor, E-Commerce Fulfillment leads the daily execution of direct-to-consumer fulfillment operations, ensuring online customer orders are processed accurately, efficiently, and in accordance with service standards. This role leads the fulfillment staff, optimizes workflows, and supports a seamless customer experience from order placement through delivery and returns. The Supervisor is responsible for maintaining high standards of order accuracy, shipping timeliness, inventory integrity, and customer satisfaction while achieving productivity goals in a fast-paced retail environment. This position partners closely with retail experience and retail operations teams to resolve fulfillment challenges, improve processes, and support the growth and evolving needs of the eCommerce business.

Responsibilities

• Oversee the daily operations of e-commerce fulfillment, encompassing order picking, packing, shipping, inventory replenishment, and managing returns.
• Continuously monitor the order processing pipeline to guarantee accuracy, punctuality, and efficiency.
• Collaborate with the Warehouse Manager on workforce planning, task delegation, and setting operational priorities, especially during high-demand periods and special promotions.
• Ensure all shipping documentation, carrier labels, tracking details, and order information are processed correctly and adhere to established standards.
• Maintain precise inventory levels by investigating and resolving discrepancies, working in conjunction with the Inventory Control team.
• Uphold organized, secure, and efficient fulfillment work areas.
• Operate company vehicles safely and transport merchandise between the warehouse, retail spaces, and off-site locations.
• Plan optimal delivery routes, provide timely updates, and ensure all vehicle inspections and required documentation are current.
• Assist with receiving processes, stock replenishment, conducting cycle counts, and managing inventory movements as required.
• Track key performance indicators for fulfillment, including order accuracy rates, productivity levels, turnaround times, backlog management, and on-time shipping.
• Address and resolve fulfillment issues, shipping delays, damaged orders, and customer complaints promptly and professionally.
• Contribute to a positive customer experience through high-quality packaging, presentation, and efficient delivery execution.
• Support initiatives aimed at continuous improvement to boost operational efficiency, scalability, and overall customer satisfaction.
• Provide training, coaching, and guidance to fulfillment staff on procedures, safety protocols, productivity expectations, and service standards.
• Coordinate with Retail Operations and other departments to address inventory, order, and operational requirements.
• Communicate operational updates, potential risks, and any delays to management.
• Ensure adherence to company policies, safety regulations, OSHA requirements, and best practices in fulfillment.
• Participate in operational planning and the implementation of new processes, systems, and tools.

Qualifications

• A minimum of two years of experience in warehouse, fulfillment, distribution, or e-commerce operations, preferably in a high-volume retail setting.
• Possession of a valid driver’s license with a clean driving record is mandatory.
• Demonstrated knowledge of safe driving practices and transportation compliance regulations.
• Prior experience in a supervisory, team lead, or shift leadership role is advantageous.
• Familiarity with e-commerce platforms, order management systems (OMS), warehouse management systems (WMS), and shipping software.
• A solid understanding of fulfillment processes, inventory management techniques, and shipping operations.
• The ability to prioritize tasks effectively, manage multiple deadlines, and adapt quickly in a dynamic environment.
• Strong analytical, organizational, and problem-solving capabilities with meticulous attention to detail.
• Effective communication and interpersonal skills, with the capacity to lead and inspire teams.
• Proficiency in Microsoft Office Suite and operational reporting tools is preferred.
• Physical ability to lift and move merchandise and remain active throughout scheduled shifts as needed.
• Willingness to work flexible hours, including evenings, weekends, holidays, and during peak business periods.
• A commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and fostering welcoming experiences for all.
• A genuine interest in supporting efficient retail operations that align with the Museum’s mission, brand, and values.

Core Competencies

• Analytical Rigor: Applies critical thinking to simplify complex issues, evaluates problems, gathers information, considers multiple viewpoints, understands root causes, and identifies optimal solutions. Invests time in planning, discovery, and reflection to improve decision-making and implementation efficiency. Adopts an audience-centric approach, understanding and incorporating audience needs.
• Courageous Communication: Works effectively with team members and cross-functional colleagues to achieve individual, team, department, or organizational goals. Values diverse input and collaboration for optimal outcomes. Displays courage in difficult conversations and communicates genuinely and intentionally. Relays key messages effectively, tailored to specific audiences. Recognizes others' communication styles and perspectives, adjusting language and approach accordingly. Uses active listening to understand rather than just respond. Seeks, integrates, and values feedback from team, peers, and leaders.
• Collaborative Excellence: Intentionally works well with others, both within the team and across departments, to achieve individual, team, department, or organizational objectives. Values diverse input and collaborative efforts to produce the best possible results.
• Adaptive Resilience: Thrives and develops in a rapidly changing and complex environment. Demonstrates flexibility, leverages networks, and maintains a continuous growth mindset to learn from setbacks and recover from adversity.
• Inclusive Interaction: Actively contributes to an environment where all employees feel a sense of belonging, are valued for their differences, and are empowered to participate and contribute freely.

Equal Opportunity and Our Commitment to DEIAB

The Lucas Museum of Narrative Art is committed to diversity and equal opportunity. We strive to build a team that reflects a variety of backgrounds and perspectives. The Museum cultivates a work environment free from discrimination and harassment based on race, national origin, gender, gender expression, religion, ethnic background, age, disability, marital status, sexual orientation, or any other protected characteristic. We believe that diversity and inclusion are crucial to our success and aim to recruit, develop, and retain top talent from a diverse candidate pool. Applications from underrepresented communities are strongly encouraged.

The details in this description outline typical elements, criteria, and general duties. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required for the position.

Values

• People First: We engage with individuals wherever they are, whether physically, intellectually, or emotionally. Our inclusive practices connect personal experiences with emotional responses to art.
• Inspired: We believe art has the power to evoke feelings, stimulate thought, encourage reflection, and inspire action.
• Collaborative: We believe that agile thinking and teamwork lead to exponential results.

Strategic Priorities

• Narrative Art: Enhance the social impact of storytelling and illustration.
• Community: Engage with a broad and diverse public.
• Operational Excellence: Foster a healthy and sustainable institution.

Additional Information

An hourly rate will be determined based on the successful candidate's education, experience, and location.

As per the Lucas Museum of Narrative Art’s COVID-19 Mandatory Vaccination Policy, all individuals working on-site or attending occasional on-site meetings must provide proof of COVID-19 vaccination, unless an approved medical or religious exemption is granted. New freelancers will receive detailed instructions on policy compliance upon hiring. Federal, state, or local public health directives may impose additional requirements.