Michael Lucas

Overview: As a Producer supporting five live mobile titles (100K+ DAU), I helped define the producer function at ATA — overseeing live-ops delivery, content releases, and cross-functional coordination between product, design, community, and monetization. I built frameworks and tools that streamlined release readiness, improved reporting visibility, and strengthened our live event execution. Key Contributions: Built foundational live-ops production processes — including release readiness checklists, content calendars, and incident triage systems used across multiple titles. Coordinated planning, design, and communications for high-impact tentpole events like Black Friday and ATA Day, driving major player engagement and revenue spikes. Established and led the Monetization team, transitioning ownership from design and developing scalable best practices, knowledge bases, and reporting tools. Served as ad-hoc Design Lead for two Unity-based 4X mobile titles during a leadership transition. Mentored and managed five direct reports (Monetization and Production), while also onboarding an Associate Producer and QA Analyst. Partnered closely with the Live Ops Director Team and cross-discipline leads to improve delivery velocity, reporting accuracy, and risk mitigation. Results: Supported portfolio generating multimillion-dollar annual revenue and breaking studio records for tent pole events. Improved release coordination and reduced incident response times across products.

Led the Community discipline through major transitions, supporting up to five live titles and a team of seven. Served as the operational and strategic champion for player communications and community engagement initiatives across the studio. Key Contributions: Scaled and managed a team of community managers across multiple products and platforms. Designed and implemented the studio’s Help Centre FAQ and support bot systems, improving ticket resolution and player self-service. Transitioned community and support operations from in-house tools to third-party providers. Partnered with Product and Comms teams to establish player comms frameworks and escalation protocols during live events. Lead hiring, onboarding, and development plans for new team members. Ensured consistent engagement quality across Discord, Reddit, and in-game communities.

As my first role in the games industry, I managed day-to-day player engagement and communications for a live title, ensuring strong community health, retention, and trust.

Establish, drive, and report best-in-class performance across all key performance indicators including but not limited to: customer satisfaction, operational efficiency, service levels, customer retention Prepare and track an annual budget for a team of 36, analyzing and pro-actively managing variances Ongoing management and maintenance of CE systems and infrastructures - make recommendations for operational improvements and implement as appropriate Identify operational gaps - propose recommendations for process improvement and implement approved scalable solutions Provide day-to-day leadership ensuring peak performance from the team, and coaching and developing Manager and Supervisor level reports

Leading and developing a team of 25+ Customer Experience Guides In charge of the People side of the Customer Experience Department at Indochino Collaborating with People and Culture and Payroll teams to develop and manage the transition to an hourly pay system to save on costs and improve agent work-life balance Responsible for the managing of time/attendance, hours of operation, and agent overtime to ensure service levels are exceeded and agent efficiency is at record highs Refining agent processes and workflows to improve ease of use and reduce customer pain

Responsible for the day-to-day coaching and development of a team of Customer Experience Guides. Directly responsible for interaction quality and efficiency, ensuring the creation of world class customer experiences. A collaborator with a team of coordinators in the roll out of new best practices and furthering agent education.

Leading a team of 25+ customer advisors to exceed our customer service goals. Creating a department focus on efficiency, while coaching to behaviours as a means of producing results.

Supporting individual contributors in finding unique solutions to issues challenging our customers. Handling escalated customer interactions with white glove service. Providing coaching and training regarding knowledge and skills to front line agents.

As a contributor to an inbound sales team I consistently exceeded my monthly sales targets, while providing exemplary customer service. I provided mentor-ship to new employees and had the opportunity to lead 2 classes of new Sales Agents within my first year in the role.

Responsible for audits, inventory control, shipping and receiving and loss prevention. A reputation of exemplary customer experiences with a willingness to go above and beyond to effectively build a clientele base. A strong knowledge of sales management techniques combined with the proper attitude to motivate associates to achieve their goals Awareness of the importance of KPI goals and the leadership skills to achieve said goals.

Taught English to Thai students in a classroom setting. Prepared multiple lesson plans on a weekly basis for various ages. Edited formal documents for Thai teachers and other school employees. Responsible for managing classrooms of 30-50 students. Managing marking of 600+ students on a weekly basis.

Responsible for regular bank deposits. Managed the hiring and dismissal process. Worked as a team to coordinate public events. Involvement in weekly, international conference calls. Required to create and manage a schedule of 20 staff. Involved in the creation of employee incentive programs to maintain and exceed sales goals. Provided in store technical assistance. Managed the shipping and receiving of inventory. Performed weekly inventory checks in an organized and timely manner. Responsible for opening and closing the store, as well as working overnight shifts.