Senior Business Solutions Lead

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.

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.

• 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, Ops Ex, 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.

• 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…