Visitor Experience Lead Associate, Full-Time, Non-exempt

Japanese American National Museum

The Japanese American National Museum (JANM), based in the historic Little Tokyo neighborhood in downtown Los Angeles, is preparing to reopen following a closure for renovation of its Pavilion building. The Visitor Experience Lead Associate serves as a key shift supervisor and operational coordinator within the Visitor Experience Department. Rooted in JANM’s core ethos of warmth, active listening, thoughtful engagement, and cultural respect, the Lead ensures a premier, welcoming experience for all museum guests. The Lead Associate provides front-line floor direction, shift guidance, and break coordination to Visitor Experience Associates. The Visitor Experience Lead Associate opens and closes ticketing operations, enforces cash handling and financial controls, oversees venue setup for indoor galleries and outdoor campus events, addresses first-tier visitor escalations, and performs direct front-line visitor service duties. This role operates across both climate-controlled indoor venues and outdoor plaza spaces on a flexible schedule that includes regular weekend and evening hours.

Bachelor’s degree preferred; or an equivalent combination of education and experience. Requires at least 2 years of experience in visitor services, front-line customer service, retail or hospitality service within a museum or cultural institution. Strong team leadership, de-escalation skill, and ability to prioritize and manage shift tasks under fluctuating visitor volumes. Previous experience working in a lead role with demonstrated ability to accurately handle sales, multi-line phone system, and provide empathetic, courteous and clear communication with visitors, volunteers, leadership, and team members.  Familiarity with the Little Tokyo neighborhood community and knowledge of Japanese American history and culture is preferred. Proficiency with MS Office and Google Workspace and hands on experience in POS and ticketing systems (Altru CRM preferred). Familiarity with Asana and Bloomberg Connects is preferred.

Criminal background and credit check required. Salary Range: $20.00 to $21.00 per hour DOE. Visit janm.org/jobs for full job description and application requirements. EOE. No Paid Relocation.

Benefits: EE Medical, Dental and Life Insurance, ERISA 403(b) with matching after 1 year. 17 paid holidays, sick and vacation time; free contributing level membership, fee on-site parking, discounts at museum store, online store and on-site Chado tea room.

Submit: Cover Letter, application, and resume with references to

Japanese American National Museum

Attn: Human Resources

Re: Visitor Experience Lead Associate

100 N. Central Ave

Los Angeles, CA 90012

Email: hr@janm.org

Include in subject line: Visitor Experience Lead Associate

Fax: (213) 830 -5673

No Phone Calls Please