Senior Business Solutions Lead

Allegion • Remote, Indiana, IN

1d

About The Position

The Senior Business Solutions Lead will enable the platform strategy across the Americas technology ecosystem supporting Sales, Marketing, Service, and broader Customer Experience capabilities. This role serves as the primary bridge between business stakeholders and IT, translating complex business objectives into practical platform and process solutions that align with stakeholder needs, enterprise standards, and long-term platform strategy. This individual will bring a consultative mindset, strong business partnership, and the ability to influence cross-functional stakeholders in support of regional and global platform priorities. This role will help create clearer direction across customer experience platforms, improve prioritization and execution discipline, evaluate the use of embedded and external AI capabilities, and support front-office planning related to acquisitions and evolving business needs. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position.

Requirements

• 8+ years of experience in business solutions, platform leadership, product ownership, program leadership, or related roles supporting customer-facing systems and business processes.
• Hands-on experience with customer platforms such as CRM, customer service/case management, contact center, marketing automation, or related customer engagement technologies.
• Strong understanding of business processes across Sales, Marketing, Service, and Customer Experience, including customer support workflows, omnichannel engagement, and front-office operations.
• Demonstrated experience evaluating and applying AI and automation capabilities to customer-facing use cases such as conversational AI, workflow automation, transcription, and self-service.
• Proven ability to establish governance, prioritization, and intake practices and bring structure to complex, fast-moving, or loosely governed workstreams.
• Strong stakeholder management and communication skills, with the ability to influence senior business leaders and operate effectively across matrixed teams without direct authority.
• Ability to translate technical complexity, platform tradeoffs, and technical debt into clear business impact narratives and practical recommendations.
• Strong systems thinking, problem-solving, and decision-making skills.
• Ability to quickly understand new business domains and apply technology thoughtfully to improve processes and outcomes.
• Comfortable operating as a high-impact individual contributor initially, with the ability to mentor others and help scale the function over time.

Responsibilities

• Serve as a strategic technology partner to Americas Sales, Marketing, Service, and Customer Experience stakeholders, translating business objectives into clear solution direction and actionable plans.
• Own and help evolve the platform strategy for customer-facing capabilities across CRM, case/ticketing, contact center, chat, self-service, knowledge management, and related tools.
• Act as the business-facing process lead who translates stakeholder needs into prioritized, executable solutions and clear success criteria.
• Partner with business stakeholders to identify and resolve system inefficiencies impacting user experience, while proactively strategizing scalable, future-proof solutions to meet evolving business needs
• Establish and support intake, prioritization, and governance processes for customer platform initiatives, ensuring visibility into business value, sequencing, resource tradeoffs, and platform alignment.
• Evaluate technology solutions and AI capabilities, including when to leverage embedded platform functionality versus external or custom solutions, while ensuring alignment with company AI policy, security standards, and business value.
• Help define the strategy for omnichannel customer engagement, including CRM, telephony/contact center, chat, self-service, and related customer workflows.
• Lead proofs of concept and pilot efforts to validate new capabilities, assess business value, and reduce risk prior to broader rollout.
• Bring discipline to execution through stakeholder analysis, testing expectations, user acceptance planning, rollout readiness, and adoption/change coordination.
• Coordinate cross-functional work across Platform Delivery, Enterprise Architecture, AI, Security, Data, OpsEx, and business stakeholders to reduce blind spots and delivery risk.
• Support vendor evaluations, contract and renewal discussions, support escalations, and vendor alignment in partnership with procurement and enterprise architecture.
• Support front-office M&A planning by assessing business processes, tools, and customer experience implications and recommending phased approaches aligned with business priorities.
• Mentor and guide business analysts, platform specialists, and delivery partners on solution planning, platform governance, and operational readiness.
• Produce clear communications and executive-level reporting that connects technical tradeoffs, priorities, and risks to business impact and recommended decisions.

Benefits

• Health, dental and vision insurance coverage
• Unlimited Paid Time Off
• 401K plan with a 6% company match and no vesting period
• Health Savings Accounts
• Flexible Spending Accounts
• Disability Insurance –Short-Term and Long-Term coverage
• Life Insurance
• Tuition Reimbursement
• Voluntary Wellness Program
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed