Business Systems Lead, Customer Lifecycle

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain a comprehensive overview of the customer lifecycle portfolio, encompassing systems, owners, vendors, contracts, integrations, data flows, workflows, dependencies, risks, and opportunities for improvement.

• Take ownership of and refine the portfolio roadmap and backlog through collaboration with functional leaders, frontline teams, and technology partners.

• Prioritize recommendations based on business impact, customer and employee experience, risk, effort, and dependencies.

• Facilitate cross-departmental discovery to grasp current-state operations, handoffs, root causes, constraints, and failure points.

• Convert business challenges into requirements, process maps, decision points, solution alternatives, and future-state designs.

• Create workflows that minimize manual tasks, duplicate efforts, reconciliation issues, inconsistent decisions, and fragmented ownership.

• Design data, event, and action flows between customer lifecycle systems, including defining sources of truth, triggers, field mapping, validation, error handling, monitoring, and reconciliation.

• Specify integration and workflow automation requirements for implementation using platform capabilities, integration platforms, or delivery partners.

• Collaborate with Data Engineering and reporting teams to ensure reliable operational data movement into and out of the enterprise data environment.

• Spearhead initiatives from discovery through design, implementation, testing, release, adoption, and outcome measurement.

• Oversee scope, plans, dependencies, risks, decisions, and stakeholder communication.

• Transform roadmap priorities into work packages, requirements, acceptance criteria, and delivery plans.

• Coordinate shared delivery resources, provide context and coaching, review quality, and accept completed work.

• Execute targeted configuration, low-code workflows and automation, reporting, data cleanup, imports, and reconciliations as necessary.

• Organize and manage user acceptance testing, release readiness, documentation, training, and adoption efforts.

• Ensure that break-fix, access, security, compliance, and data pipeline tasks reach the appropriate owner for completion.

• Stay informed about platform capabilities, data models, release changes, product roadmaps, licensing, and solution trade-offs.

• Assess platform capabilities and vendor offerings while guiding implementation and organizational change.

• Oversee vendor and implementation-partner performance, usage, licensing, contracts, and renewals.

• Collaborate with IT Operations, Data Engineering, Information Security, Compliance, and application administrators to clarify ownership for support, access, controls, and technical delivery.

• Report to the Business Systems Manager; this role does not have direct reports.

⛳️ Requirements

• A bachelor's degree in business, information systems, technology, operations, or a related field is preferred.

• An equivalent combination of education and relevant experience will be taken into account.

• At least 5 years of progressive experience in business systems, enterprise applications, business analysis, solution design, operations technology, or a related role.

• Demonstrated success in transforming complex, fragmented, cross-functional processes into scalable, well-managed solutions with measurable business results.

• Experience managing a systems roadmap or backlog and leading multi-system initiatives from discovery through to adoption and measurement.

• Strong functional experience with customer lifecycle platforms, particularly Salesforce Sales Cloud and Service Cloud.

• Proven experience in designing integrations and workflow automation.

• Experience in leading vendors or implementation partners and engaging in contract and renewal negotiations.

• Strategic and systems thinking ability to connect business outcomes, user experience, processes, data, and technology.

• Strong skills in cross-functional discovery, facilitation, requirements definition, process mapping, and solution design.

• Capacity to transition from executive-level roadmaps to detailed execution, influence without formal authority, and take ownership of outcomes delivered through others.

• Working knowledge of integration patterns, source-of-truth design, data quality, reconciliation, and enterprise analytics environments.

• Strong judgment in vendor and commercial matters, project leadership, prioritization, release coordination, documentation, training, and change adoption.

🏝️ Benefits

• A variety of health and medical coverage options.

• Dental and vision coverage.

• Disability and life insurance coverage.

• Monthly medical waiver allowance for employees who opt out of medical coverage.

• Remote-first work environment.

• Flexible paid time off.

• Summer Fridays.

• Employer-matched 401(k) plan.

• Monthly phone stipend.

• First Stop Health membership benefit, offering Urgent Care, Mental Health, and Primary Care from the first day of employment.