Supervisor, E-Commerce Fulfillment

Lucasmuseum · Vernon, CA

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

  • Supervise daily eCommerce fulfillment operations including order picking, packing, shipping, replenishment, and returns processing  

  • Monitor order queues and workflow to ensure online orders are fulfilled accurately, and efficiently 

  • Partners with Warehouse Manager on labor allocation, staffing schedules, and operational priorities to support fluctuating order volumes, promotional events, and peak seasons  

  • Ensure shipping documentation, carrier labels, tracking information, and customer orders are processed correctly and in compliance with operational standards  

  • Support inventory accuracy by identifying discrepancies, researching fulfillment issues, and partnering with Inventory Control to resolve variances  

  • Maintain organized, clean, and efficient fulfillment workspaces that support productivity, safety, and operational flow  

  • Assist with receiving, replenishment, cycle counts, and inventory movement as needed to support business continuity 

  • Monitor fulfillment performance metrics including order accuracy, productivity, turnaround time, backlog management, and shipping timeliness  

  • Investigate and resolve fulfillment errors, delayed shipments, damaged orders, and customer service escalations with urgency and professionalism  

  • Help ensure a seamless and positive customer experience by maintaining high standards for packaging quality, order presentation, and delivery execution  

  • Support execution of continuous improvement initiatives focused on operational effectiveness, scalability, and customer satisfaction  

  • Provide hands-on support to fulfillment team members and temporary staff as needed 

  • Train, coach, and develop employees on fulfillment procedures, safety protocols, productivity expectations, and customer service standards  

  • Partner with Retail Operations, and Visual Merchandising teams to address order issues, inventory availability, and operational priorities  

  • Communicate fulfillment updates, shipping delays, and operational risks to leadership in a timely manner  

  • Ensure compliance with company policies, safety procedures, and operational best practices  

  • Support workplace safety initiatives and help maintain adherence to OSHA and organizational safety standards  

  • Participate in operational planning discussions and support implementation of new tools, systems, and fulfillment processes  

QUALIFICATIONS

  • 2+ years of warehouse, fulfillment, distribution, or eCommerce operations experience, preferably within a high-volume retail environment  

  • Previous supervisory, team lead, or shift leadership experience preferred  

  • Familiarity with eCommerce platforms, order management systems (OMS), warehouse management systems (WMS), and shipping software  

  • Strong understanding of fulfillment workflows, inventory management practices, and shipping operations  

  • Ability to prioritize tasks, manage competing deadlines, and adapt quickly in a fast-paced environment  

  • Strong analytical, organizational, and problem-solving skills with high attention to detail  

  • Effective communication and interpersonal skills with the ability to lead and motivate teams  

  • Proficiency with Microsoft Office and operational reporting tools preferred  

  • Ability to lift and move merchandise and remain active throughout scheduled shifts as operationally required  

  • Flexible availability including evenings, weekends, holidays, and peak business periods as needed 

  • Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members. 

  • Passion for supporting efficient retail operations that align with the Museum’s mission, brand, and values 

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