Nagappan Vr

About Nagappan Vr

Program Management, Product Management, Analytics | E-commerce, Technology, Customer Service | 9+ years of experience across 3+ Fortune 100 companies Currently at Amazon, I drive continuous business improvements across the purchase value stream, focusing on optimizing operations and reducing cost-to-serve by addressing key customer pain points. Previously, at Mu Sigma, I led end-to-end analytical projects for Fortune 500 clients, defining, designing, and delivering data-driven solutions that informed strategic decisions.Outside of work, I’m a passionate gamer, tech enthusiast, and outdoor sports lover.

Experience

1. Program Manager Ii

   Amazon

   Oct 2022 — Present · Chennai, IN

   Drove global launch of the Product Catalog Data Quality Defect Reduction Program by presenting a data-driven business case, securing director-level buy-in and headcount through SQL-driven defect analysis and Lean Six Sigma methods (Pareto, Critical-to-Quality, Kano Analysis), reducing catalog-related returns and delivering $20M in annualized savings- Led end-to-end development and global launch of 25 customer-backwards metrics across the entire purchase value stream (Pre-Order, Payments, Delivery, Returns, Self-Service), collaborating with 20+ cross-functional stakeholders (Engineering, Analytics, Program Owners), leveraging Lean Six Sigma (CTQ, Kano, SIPOC, Journey Mapping) and statistical modeling (correlation, regression), enabling identification of true customer pain points, reducing time to complete root cause analysis by 50% and driving adoption across 10+ director-level WBRs and 300+ program managers- Led the design and global execution of an org-wide, C-suite education program to surface critical customer-centric issues and drive prioritization, leveraging data-driven frameworks (Lean Six Sigma – DMAIC) to deliver a 2× increase in customer issues incorporated into cross-functional roadmaps and a 25% increase in SVP participation- Led a customer service contact reduction initiative for heavy/bulky products, leveraging SQL-based data analysis, value stream, and process mapping to optimize customer routing logic and introduce self-service options, improving first-contact resolution by 10%, reducing 500K contacts and saving $1M annually- Drove a cross-functional pilot to scale infographic-style product images on product detail pages, leveraging NLP and sentiment analysis to identify top customer-valued attributes for a text-to-image LLM, reducing 70K returns and saving $2M annually.

Education

• Sri Venkateswara College of Engineering

  Bachelor of Engineering - BE, Computer Science

  2012 — 2016