Senior Business Solutions Lead

Allegion; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Unlimited Paid Time Off

401K with company match

Tuition Reimbursement

Wellness program

Job summary

Allegion is seeking a Senior Business Solutions Lead to align business objectives with technology strategy across Americas. You will bridge stakeholders and IT, drive platform priorities, and shape front-office capabilities including CRM, case management, and knowledge management.

The role requires strong cross-functional leadership, governance discipline, and experience with AI solutions to improve customer experience. A collaborative, results-driven mindset is essential.

Qualifications

• 8+ years of experience in business solutions or platform leadership.
• Hands-on experience with CRM, customer service/case management, contact center.
• Strong understanding of Sales, Marketing, Service, and Customer Experience processes.
• Experience evaluating AI for customer-facing use cases.
• Ability to establish governance, prioritization and intake practices.
• Excellent stakeholder management and communication skills.
• Ability to translate technical complexity into business impact.

Responsibilities

• Serve as a strategic technology partner to Americas Sales, Marketing, Service, and CX stakeholders.
• Own and evolve platform strategy for customer-facing capabilities across CRM, case/ticketing, contact center, chat, self-service, knowledge management.
• Translate stakeholder needs into prioritized, executable solutions with clear success criteria.
• Identify and resolve system inefficiencies impacting user experience and plan scalable solutions.
• Establish intake, prioritization, and governance for platform initiatives.
• Evaluate technology solutions including AI capabilities and policy alignment.
• Define omnichannel customer engagement strategy and related workflows.
• Lead proofs of concept and pilot efforts to validate capabilities.
• Ensure rollout readiness, adoption, and governance discipline.
• Coordinate cross-functional work across Platform Delivery, Enterprise Architecture, AI, Security, Data, OpsEx.
• Support vendor evaluations, contracts, and renewals in partnership with procurement.
• Assist front-office M&A planning with phased approach recommendations.
• Mentor and guide analysts and delivery partners.
• Produce executive reports linking tradeoffs to business value.

Skills

Stakeholder management

Strategic thinking

Cross-functional collaboration

Communication skills

Problem solving

Execution discipline

Mentoring

Tools

CRM

Ticketing systems

Knowledge management

Contact center tech

Job description

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures.

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.

What You Will Do:

• 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.

What You Need to Succeed:

• 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.

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

• You’re seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, \"this is your business, run with it\".


• You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.


• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!


• You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential

What You’ll Get from Us:

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”


• Unlimited Paid Time Off


• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period


• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses


• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses


• Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury


• Life Insurance – Term life coverage with the option to purchase supplemental coverage


• TuitionReimbursement


• Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards


• Employee Discounts through Perks at Work


• Community involvement and opportunities to give back so you can “serve others, not yourself”


• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370

Allegion is an equal opportunity and affirmative action employer

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