Co-Founder and Chief Product Officer of Keeyu. Led e-commerce operations and customer service at Papinelle, Hotsprings and APG & Co, where issues stayed invisible until customers complained - the pattern Keeyu's product was built to end.
Ecommerce Operations, Customer Experience, Returns, Post-Purchase, Product
Tracy Godtschalk is the co-founder and Chief Product Officer of Keeyu. She came up on the operations floor across Australia and New Zealand retail, leading e-commerce operations and customer service at Papinelle, Hotsprings and APG & Co, and running international customer care at Pumpkin Patch. In every one of those roles the same pattern showed up: inventory mismatches, delayed orders and payment failures stayed invisible until a customer complained, and by then the damage was done.
That is the reality Keeyu was built to end. Every order is a promise, and Tracy's job is making sure the product keeps it. She runs Keeyu's product and onboarding, from scoping a brand's stack to the workflows that detect and resolve fulfillment, payment and returns issues in real time - the shift from reactive firefighting to proactive e-commerce operations. Her rule from years in ops and customer service: complaints arrive long after the problem starts, so give teams visibility and control while there is still time to act, and shoppers get what they want, on time, as promised.