Business Development Specialist III

About the Role

The Hero Partner Success SME oversees the Hero Partner Success team across Egypt and Saudi Arabia, driving partner satisfaction, retention, and supply growth. This role provides expert-level support, drives operational excellence, and acts as the highest tier of knowledge to ensure partner satisfaction, retention, and strategic supply growth. The SME is responsible for deep-dive analysis, complex problem resolution, and defining best practices that significantly impact driver acquisition.

What You'll do

• Oversee Hero partner onboarding, support, and performance to ensure operational excellence.
• Analyze trends and surface actionable insights to improve Hero experience and process efficiency.
• Act as the main escalation point for complex cases and approvals.
• Collaborate with Ops, Product, and Support teams to align on strategy, tooling, and workflows.
Drive initiatives that enhance Hero engagement, automation, and scalability.

Basic Qualifications

• 5+ years of experience in operations, account management, or partner success.
Experience from the current Hero Partner Success Specialist team is a requirement for this role.

Preferred Qualifications

• Strong analytical, communication, and problem-solving skills.
• Experience managing real-time or chat-based support environments.
• Proven ability to balance strategy with execution in fast-paced settings.
• Proficiency in tools such as Bliss, Zendesk, and Doc Approver.