Business Development Specialist II

About the Role

The Hero Partner Success Manager plays a pivotal role in growing and strengthening the Hero channel across Egypt and Saudi Arabia. This role acts as the primary relationship manager for a portfolio of high-impact Hero partners, ensuring their smooth onboarding and long-term success through a live chat channel. By combining operational support with proactive account management, the HPSM drives Hero satisfaction, retention, and supply growth-directly impacting driver acquisition and overall marketplace health. The Hero channel contributes to around 33% of active drivers, supply hours, and DFTs across both markets.

What You'll Do

• Strategic Partner Management

Serve as the single point of contact for Heroes, cultivating trust and long-term engagement to maximize their impact on supply acquisition and DFT growth.

• Onboarding & Operational Excellence

Guide Heroes through the onboarding process, resolving portal and document challenges, and ensuring compliance with platform standards.

• Proactive Issue Resolution

Anticipate and address barriers to Hero success, including complex documents approvals, SLA exceptions, and escalations-leveraging Doc Approver tools and knowledge base expertise.

• Performance Insights & Enablement

Analyze onboarding trends and Hero performance to identify friction points, deliver actionable insights to Ops teams, and influence process improvements.

• Education & Empowerment

Equip Heroes with clear guidance on onboarding requirements, document rejections, and best practices to accelerate driver sign-ups.

• Cross-Functional Collaboration

Partner closely with Operations, Product, and Support teams to advocate for Hero needs, streamline workflows, and enhance the overall Hero journey.

• Relationship Growth

Build and maintain deep, trusted relationships with Heroes, positioning the platform as a valued partner in their business growth.

Basic Qualifications

• Experience from the current Hero Partner Success Specialist team is a requirement for this role.

Preferred Qualifications

• Proven track record in account management, partner success, or customer relationship roles.
• Exceptional communication, influence, and problem-solving abilities.
• Strong operational acumen: comfortable managing multiple high-impact support cases while meeting SLAs.
• Familiarity with support tools (e.g., Bliss/Bliss Chat), onboarding workflows, and compliance requirements (Doc Approver).
• Analytical mindset with the ability to extract insights from trends and translate them into action.
• Collaborative approach with cross-functional teams to drive continuous improvement.
• Sound judgment in handling escalations and making partner-impacting decisions. Works very well under pressure as the live chat channel is immediate responses and solutions for hero partners.