MITU DAHIYA

Global Program Lead Contracting

• Global Program Lead for Migration of Google's Contracting tool developed to manage 200,000 contracts worth $200BN + annually. The tool supports 30% of Google's workforce and saves an estimated $50 million annually.
• Established and scaled an Engineering Function with 600+ engineers, focusing on product development, maintenance, testing, and quality assurance to align with engineering roadmaps and support the Go-To-Market strategy by developing an effective operating rhythm and governance structure to track progress and ensure visibility throughout the product life cycle, from intake to Go-To-Market and adoption.
• Introduced a unified data platform for Contracts and Vendor Outsourcing Data, (consolidating contracts clauses,headcount, supplier information, workflows, performance, and financial spend)leveraging data models and analytics and ensuring the data is statistically relevant. Enabled quicker decision-making, freeing up resources for validation, and offering proactive insights for new initiatives.
• Prioritized delivering an exceptional user experience and eliminating surprises in areas such as sourcing, staffing, capacity planning, and performance tracking through stakeholder and leadership collaboration to define deliverables, set goals, and drive high-velocity development ensuring compliance with local and global policies.
• Coordinate cross-team initiatives, launch products, and help engineering and product teams improve product excellence ensuring we are adequately staffed and lead the workforce & annual planning, forecasting to help build scalable processes for complex business ecosystems.
• Established and scaled engineering and customer engagement functions, aligning with business priorities and improving customer experience through collaboration with global business leaders and cross functional groups and teams focused at designing processes, tools, and frameworks to enhance customer experience, identify process gaps, and implement programs for internal and external customers.

Head Central Operations: (Jul'15-April '20)

• Demonstrated executive leadership in strategic business planning, operations, finance, staffing, service definition, and performance improvement, specializing in outsourcing management. Orchestrated end-to-end supplier and operations management, including needs analysis, proposal presentation, and scalable solution execution. Led Business, Operations, and Infrastructure services globally, overseeing 60,000 TVCs, a $3 billion+ P&L, and 46 suppliers across 85 cities, supporting 800+ workflows. Proactively identified opportunities for revenue growth and profit enhancement.
• Restructured vendor relations, boosting profit margins by 10% and generating $200M additional revenue through revamped outsourcing, and location strategy, standardizing RFP/RFI process framework and contracts, establishing compliance and risk assessments and migration for changes like GDPR, and enabling workforce readiness.
• Led an automation team and BI function to implement scalable processes and data tracking for continuous improvement using formal techniques like root cause analysis, Agile, FMEA to help with all facets of supplier management (onboarding/offboarding, access controls, training, PII certification, workflow documentation, knowledge management, kpi's tracking, cost management, governance and performance management).
• Successfully navigated challenges during the onset of COVID-19 by implementing a Central Data Engine for seamless workforce migration to remote work and initiating a Marketplace solution for resource scalability while Instituting governance and reporting frameworks to improve visibility at leadership levels.
• Implemented a unified data platform for Vendor Outsourcing Data, streamlining contracts, headcount, supplier details, workflows, performance, and financial spend. Facilitated faster decision-making, resource validation, and proactive insights for new initiatives like location strategy, supplier consolidation, contracts standardization, role/rate optimization etc.
• Spearheaded Central Financial Management, overseeing end-to-end processes from PO creation to payout, tracking financial penalties, claw-backs, volume discounts, and managing Navigo and Fast Pass Migration tools. Streamlined Vendor Governance and reporting processes.

Global Head Kindle Content Operations

Propelled business and practice development to build a profitable organization while managing entire In-house and 3rd operations for e-books providing game-changing strategy, business intelligence, architecture, and conversion solutions and services for E-Books

• Implemented a strategy for seamless process migration, enabling successful launches in five new countries (Japan, China, Russia, EU) within 12 months.
• Developed best practices that increased productivity by 30% and reduced project cost/time deviations by over 15%.
• Collaborated with the tools team to implement multiple automations, optimizing resource utilization.
• Authored contract documents to facilitate a Plug-n-Play model, ensuring smooth and risk-free operations delivery with decreased expenses and increased profit.
• Ensured compliance with industry regulations and company policies, mitigating potential risks.

Program Management Lead Merchant Technologies

The Marketplace Category Expansion (MCE)team configures listing tools for 3P listings on Amazon, including feed templates and XMLs. They enable features like Ship by Region and Listing 2.0. Collaborating with stakeholders, they drive category expansions and improve listing tools.

• Operational Excellence & Escalation Reduction: Implemented world-class listing tools on Amazon, enhancing seller productivity and ensuring high-quality listings. Reduced escalations by partnering with product managers to establish a single source for prioritization.
• Unified Category Expansion: Introduced a fully automated category configuration process, resulting in a 60% improvement in productivity. Collaborated with multiple teams to launch 13 categories and 86 category expansions, including Coins, 3D Printing, and furniture.
• Consistency Across Regions: Ensured consistency across regions by standardizing template features, improving seller experience, trust and system security, and reducing contacts.

• P&L responsibility for one of the strategic clients of Genpact with a team of 1000+FTE in Sales & Tech Support LOB.Overhauled the company's way of analyzing, planning, coordinating, and executing projects in an effort to redesign service delivery and reshape the company as a whole for the voice and non voice LOB
• Led high-performing teams, overseeing client relationships and managing end-to-end project engagements. Successfully turned around several struggling projects within a 2-3 month timeframe, from concept to completion.
• Optimized financial performance through effective budget management and cost control measures.
• Developed and maintained strong relationships with clients, resulting in increased business opportunities.
• Earned the highest 360-degree evaluation in the company.

• Provided vision and direction for a technology solutions firm specializing in designing and implementing a new kind of computer support experience for home and small businesses on the phone and via remote access
• Identified precise business drivers and created global product roadmaps that aligned with corporate strategies and leveraged consumer insights.Led and mobilized a dynamic and dedicated team of product management, engineering, QA, and coordinated with marketing and finance teams in planning/designing strategies executing projects and deliverables while increasing overall customer base.