I began my career in Customer and Technical Support roles, where I worked directly with users daily. Debugging issues, navigating edge cases, and seeing firsthand how product decisions impact real workflows gave me empathy to understand not only the customer, but how product decisions can positively or negatively impact a brands customers.
That experience shaped how I approach product work today: with empathy for the user, respect for operational reality, and a bias toward evidence-based decision-making.
At my previous employer, I supported the full product lifecycle for internal warehouse and logistics platforms, partnering closely within Product, as well as with the Engineering and Operations teams. I specialized in translating qualitative insights (user feedback, support signals, workflow observations) and quantitative data (reports, usage metrics, audit results) into clear product recommendations, prioritized backlogs, and measurable outcomes.
My work spanned product discovery, roadmap support, and delivery enablement. I prioritized and managed Jira tickets across features, bugs, and improvements; tracked initiatives in Jira Product Discovery; defined adoption and effectiveness metrics; and validated product usage through both in-person workflow observation and tooling like Datadog.
What differentiates me is my ability to bridge teams and perspectives. Having grown from frontline support into product operations, I’m comfortable moving between technical detail and user context, and I love trying to provide knowledge in a digestible way. I’m motivated by building products that are understandable, measurable, and genuinely useful to the people who rely on them every day.
KGKylie G
@kgoulden
I’m a product-focused professional with a strong data mindset and a career rooted in understanding systems from the ground up.
CanadaExperience
Work history, roles, and key accomplishments
Product Operations Specialist
Shipfusion
Oct 2023 - Nov 2025 (2 years 1 month)
Managed the end-to-end lifecycle for warehouse & logistics platforms. Prioritized roadmaps & Jira tickets by synthesizing feedback from cross-functional teams & live workflow observations via DataDog. I scaled internal knowledge bases, defined adoption metrics, & benchmarked industry standards using AI tools. Additionally, I scoped automation requests & translated requirements into technical specs
Technical Business Analyst
Shipfusion
Nov 2021 - Oct 2023 (1 year 11 months)
Analyzed operational data to surface actionable insights & scoped complex warehouse workflows, including inbound inventory & freight. I did QA testing, developed process flows in Lucid/Figma, & conducted user research to optimize WMS interfaces. Additionally, I authored SOPs to standardize onboarding, created PRDs, & documented system requirements to streamline logistics processes.
Project Coordinator
Shipfusion
Feb 2020 - Nov 2021 (1 year 9 months)
Coordinated cross-functional projects (Wholesale, non-DTC), aligning clients, ops, & freight partners to meet SLAs. I managed stakeholder communication, assisted with freight bookings & custom quotes, & authored project-specific documentation. By refining internal processes, I accelerated project completion times & ensured seamless coordination across the logistics ecosystem.
Support Associate
Shipfusion
Oct 2019 - May 2021 (1 year 7 months)
Led the transition to Zendesk as a SME, designing routing logic, triggers, & templates to streamline case management. Managed omnichannel support (chat/email), resolved client escalations, & processed insurance claims. Additionally, I authored SOPs & knowledge base articles to support employee onboarding & improved daily operational workflows for better efficiency.
Technical Support Analyst
Fleet Complete
Apr 2017 - Oct 2019 (2 years 6 months)
Delivered technical support via phone, chat, & email, maintaining a 90% first-contact resolution. I managed 500+ tickets daily within a 24-hour SLA & served as a Zendesk SME. I improved efficiency by creating macros & internal guides, eliminating manual tracking. Additionally, I trained new agents & collaborated with Engineering via Jira & Zendesk to resolve escalated cases.
Service Advisor / iOS Technician
Jump+
Sep 2016 - Mar 2017 (6 months)
Performed diagnostics & repairs on iOS/macOS devices while managing parts inventory & service documentation. I handled the end-to-end repair lifecycle, communicating directly with customers regarding status updates, technical approvals, & payments to ensure a seamless service experience.
iTunes Store Advisor
Aditya Birla Minacs
Dec 2013 - Jan 2016 (2 years 1 month)
Provided account & technical support for iTunes & Beats Music, resolving inquiries & processing refunds. I mentored new advisors & consistently achieved top-tier performance, earning Team and Site MVP awards. Logged complex cases in internal systems to ensure high-quality resolution & data accuracy.
Education
Degrees, certifications, and relevant coursework
BUBrock University
Bachelor of Arts, Political Science
2008 - 2012
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Salary expectations
Social media
Job categories
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