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.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.

Client-provided location(s): Cairo, Egypt

Job ID: Uber-150064

Employment Type: FULL_TIME

Posted: 2025-10-25T00:29:28