Manoj Sharma has been appointed as Vice President – Customer Experience at YesMadam, bringing with him nearly two decades of proven expertise in building, scaling, and elevating customer-centric organizations across India and the Middle East. In his new role, he leads the complete CX charter—ensuring that every interaction from booking to service fulfillment is seamless, consistent, and delightfully memorable for customers across Delhi and beyond. His vision revolves around transforming real customer insights into meaningful action, strengthening service delivery frameworks, and nurturing a culture where customer obsession becomes the foundation of every decision at YesMadam.
Manoj’s appointment comes after an impactful tenure at Petromin Corporation, Saudi Arabia, where he served as the Custodian of Customer Experience. Over almost three years, he played a central role in reimagining the customer journey across service centers, digital interfaces, and on-ground operations. His contributions significantly enhanced customer loyalty, service quality, and operational efficiency in one of the region’s most competitive mobility and automotive markets.
Before his global stint, Manoj spent over seven years at Urban Company, where he rose through critical leadership roles including Assistant Vice President, Business Head, and eventually Vice President – Customer Experience. His time at UC was marked by deep customer understanding, large-scale operations leadership, and strategic innovations that helped shape the brand’s identity as India’s most reliable home services platform. From building high-performance teams to defining SOPs, ensuring quality standards, and driving tech-enabled service transformation, Manoj played a key role in Urban Company’s hypergrowth phase.
Manoj’s foundation in customer service was built during his long and successful association with Indiabulls Group, where he spent over seven years managing large contact center teams and setting up full-fledged customer service operations for financial services and real estate. His expertise in handling inbound and outbound processes, presales customer support, SOP creation, workforce management, and CRM/telephony platforms like Avaya, Drishti, Talisma, and MS Dynamics established him as a strong operations leader early in his career. His experience also includes impactful roles at Teleperformance India, where he managed high-performing sales teams and strengthened process efficiency while maintaining tight control over attrition and shrinkage.
Today, as he steps into his role at YesMadam, Manoj Sharma brings a rare combination of operational depth, customer empathy, people leadership, and transformation-driven mindset. His appointment reinforces YesMadam’s commitment to building a superior, benchmark-worthy customer experience in the home services ecosystem. With his strategic oversight and passion for excellence, the company is poised to redefine service standards, strengthen customer trust, and unlock new levels of brand loyalty.