Director of Performance Consulting, Operations Enablement

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🔥 12 minutes ago

🏈 Alabama, Alaska, +16 more states – Remote

🏈 Alabama – Remote 🐻 Alaska – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🥔 Idaho – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🌾 Nebraska – Remote 🏈 Ohio – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ☕ Washington – Remote

💵 $149.3k - $248.8k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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The Cigna Group

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1982

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Healthcare Insurance • Pharmaceuticals

The Cigna Group is a global health company committed to improving the health and vitality of its clients, customers, and patients. With its two divisions, Cigna Healthcare and Evernorth Health Services, the company focuses on enhancing quality of life through healthcare services and pharmacy benefits management. The Cigna Group is dedicated to ethical practices in healthcare and artificial intelligence, and strives to create positive change in the healthcare system. It also emphasizes its Environmental, Social, and Governance (ESG) responsibilities, aiming to impact health equity and foster innovation in healthcare delivery.

📋 Description

• Define and own the performance consulting strategy for USE Employer, Pharmacy Benefit, and Coverage Review Operations and related lines of business. • Establish standardized performance consulting methodologies, diagnostic frameworks, and engagement models. • Ensure consistent intake, prioritization, and scoping of performance consulting requests. • Balance proactive identification of systemic performance risks with responsive support for emergent operational needs. • Stay current with industry trends and advancements in human performance consulting technologies and best practice to ensure the organization’s performance enablement strategies remain at the forefront of innovation. • Partner with Operations leaders to clarify business objectives, success metrics, and performance expectations. • Translate diagnostic insights into recommendations spanning learning, KM, quality, process improvement, and technology, while ensuring solutions are right-sized, scalable, and aligned to operational realities. • Partner closely with Learning Experience Design, Knowledge Management, Quality, and Platform Enablement leaders to ensure cohesive execution of performance solutions. • Define success measures and leading/lagging indicators for performance consulting engagements. • Leverage OKRS and operational KPIs - quality data, training effectiveness metrics, adoption data, etc. - to evaluate impact, refine consulting approaches, improve solution effectiveness, and inform future investments. • Serve as a trusted strategic thought partner to senior Operations and Enablement leaders. • Influence decision-making through data-driven insights and clear articulation of performance trade-offs. • Lead, coach, and develop a high-performing team of Performance Consultants. • Build consultative capability across the team, including diagnostic rigor, stakeholder influence, and executive communication. • Foster a culture of curiosity, ownership, and continuous improvement.

🎯 Requirements

• Bachelor’s degree is strongly preferred, advanced degree or professional certifications preferred • 8+ years of experience in operations enablement, performance consulting, learning, quality, and operational excellence within a large scale customer operations call center environment • 5+ years of progressive people leadership experience with a demonstrated ability to build and develop high-performing teams • Strong executive presence with a track record of effectively engaging with a broad range of high-level stakeholders • Demonstrated experience leading and establishing Human Performance Improvement (HPI) initiatives, including building organizational capability and applying data driven methods to improve outcomes at scale. • Proven experience diagnosing and improving performance in complex, high-volume operations • Strong understanding of performance drivers across training, knowledge management, quality, process, and technology • Demonstrated ability to influence senior stakeholders without direct authority • Strong executive presence with the ability to communicate complex insights clearly and persuasively • Strategic and analytical mindset with an enterprise-wide perspective • Experience operating effectively in highly matrixed, evolving environments • Leadership style grounded in empathy, accountability, and partnership.

🏖️ Benefits

• Health insurance • 401(k) • Company paid life insurance • Tuition reimbursement • Minimum of 18 days of paid time off per year • Paid holidays • Leaves of absence