Associate Director, CRM Operations

Overview

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries. Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets opportunities for professional development and visibility in the financial market intelligence space. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation. With opportunities for growth, the Fitch Solutions Commercial Team offers a dynamic environment where you can make a meaningful impact.

Fitch Solutions is currently seeking a Commercial Platforms Associate Director based out of our New York office. The Commercial Platforms Associate Director will partner with business stakeholders and technical teams to identify, analyze, and deliver improvements to our Salesforce platform. This role translates business needs into clear, actionable requirements, prioritizes enhancement requests, and ensures solutions are designed and implemented to drive user adoption, data quality, and measurable business outcomes.

• Intake and triage enhancement requests:
  Manage the intake process via the backlog tool Jira. Clarify business value, scope, dependencies, and urgency; define acceptance criteria.
• Requirements and process analysis:
  Conduct discovery sessions, interviews, and workshops with business stakeholders. Document current-state and future-state process flows, user stories, and use cases. Propose Salesforce-native solutions before considering custom development.
• Testing and quality assurance
• Change management and enablement:
  Create user guides, and training materials; deliver demos and training sessions as needed. Support go-live activities and post-release adoption monitoring as needed.
• Governance and compliance:
  Adhere to SDLC, change control, and environment management (dev/sandbox/prod). Ensure enhancements meet security, privacy, and regulatory standards.

• 3–5+ years as a Business Analyst or Product Analyst, with at least 2+ years working directly on Salesforce enhancements.
• Hands-on experience with Salesforce Sales Cloud and/or Service Cloud is a plus.
• Familiarity with end-to-end commercial workflows (lead creation → qualification → opportunity → closed won → renewal) with sales and marketing.
• Familiarity with Salesforce configuration concepts.
• Experience with Agile/Scrum, user story writing, acceptance criteria, and backlog management tools.
• Excellent communication, facilitation, and stakeholder management skills.
• Analytical mindset with strong problem-solving and prioritization abilities.

• Business acumen and user empathy
• Structured requirements gathering and documentation
• Cross-functional collaboration
• Detail orientation with a focus on outcomes
• Adaptability in a fast-paced environment

• Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility:
  Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
• Investing in Your Future:
  Retirement planning, financial wellness and tuition reimbursement programs that empower you to achieve your short and long-term goals
• Promoting Health & Wellness:
  Comprehensive healthcare offerings that prioritize a healthy body & mind
• Supportive Parenting Policies:
  Family-first policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
• Dedication to Giving Back:
  Paid volunteer days and support for community engagement initiatives

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