Performance Enablement Director, Client Service & Operations - Evernorth - Remote
Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ.
Role Summary
The Director of Performance Enablement, reporting to Senior Director Client Operations Enablement, is accountable for the performance enablement strategy and operating model across Client Service & Operations (CS&O), including skills architecture, learning strategy, training deployment, performance coaching, and workforce capability transformation. This leader provides strategic leadership for a large, multi-layered enablement organization, establishing common standards, governance, performance methodologies, and scalable capability-building approaches across a complex global workforce.
The Director partners with senior operations, technology, and enablement leaders to translate business priorities into workforce capability strategies that improve readiness, proficiency, quality, execution consistency, technology adoption, and business performance. The role is accountable for ensure workforce investments translate into measurable performance outcomes.
This role also leads modernization of the performance enablement ecosystem, including skills-first development, AI-enabled learning and performance support, digital learning ecosystems, applied practice, proficiency measurement, and emerging technologies that accelerate workforce capability and operational effectiveness.
Key Responsibilities
Performance Enablement Strategy & Operating Model
Own the enterprise performance enablement strategy and operating model across CS&O.
Establish common standards, governance, priorities, performance methodologies, and measures across Implementation, Operations, and Service.
Translate CS&O strategic priorities into workforce capability and performance strategies.
Drive alignment between workforce capability investments and measurable operational outcomes.
Anticipate future capability needs and develop scalable solutions to address changing business, workforce, and technology requirements.
Experience supporting distributed or global workforces.
Learning Strategy & Skill Architecture
Lead development of comprehensive learning strategies that integrate skill acquisition, applied practice, reinforcement, and performance transfer.
Oversee the creation of structured skill journeys and blended learning experiences.
Establish performance models that move beyond event-based training toward measurable execution outcomes.
Ensure alignment between learning strategy and operational lifecycle milestones.
Training Delivery & Deployment
Design and operationalize a comprehensive training deployment strategy aligned to business cycles, peak readiness, and product launches.
Architect blended learning cadences that integrate instructor-led training, digital learning, applied practice, and performance validation - ensuring durable skill transfer.
Establish readiness-to-launch frameworks for new initiatives, ensuring synchronization across enablement functions prior to go-live.
Develop facilitator effectiveness standards, facilitation quality measures, and deployment governance that ensures consistency and credibility at scale.
Performance Coaching
Design and implement a scalable performance coaching model that moves beyond technical Q&A to structured proficiency acceleration and skill reinforcement.
Establish differentiated coaching strategies aligned to tenure, role complexity, leadership development, and data-driven activation.
Establish KPIs for coaching effectiveness and integrate coaching insights with quality and performance data to inform targeted capability interventions.
Integrate coaching, learning, applied practice, quality insights, and performance data into a cohesive workforce performance model.
Establish standards for technical coaching effectiveness, proficiency measurement, reinforcement, and performance transfer.
Partner with operational leaders to embed capability development into day-to-day workflows rather than relying primarily on event-based training.
Technology, AI & Enablement Modernization
Lead modernization of the performance enablement ecosystem through AI, automation, digital learning, performance support, analytics, and emerging technologies.
Define technology requirements and influence investment priorities for enablement platforms and tools.
Drive adoption of AI-enabled learning and performance solutions that improve scalability, personalization, speed to proficiency, and workforce effectiveness.
Ensure learning and performance ecosystems enable skill journeys, reinforcement, data capture, proficiency measurement, and performance visibility.
Ensure learning ecosystems support skill journeys, data capture, reinforcement, and performance visibility.
Required Skills and Qualifications
Bachelor’s degree.
8+ years of progressive leadership experience in performance enablement, learning strategy, workforce optimization, performance measurement, operations analytics, or related fields, including leadership of complex, multi-layered organizations.
Demonstrated experience designing and implementing skills-first, performance-driven learning models.
Experience leading modernization through AI, digital learning, performance technology, analytics, or emerging technologies.
Proven expertise in skill architecture development, proficiency modeling, and structured skill journeys.
Experience building comprehensive training deployment strategies and blended learning cadences.
Strong understanding of LMS and LXP platforms and modern learning ecosystems.
Demonstrated ability to align learning investment to measurable operational outcomes.
Strong strategic thinking, operational discipline, and executive presence.
Ability to accommodate travel as needed.
Preferred Skills and Qualifications
Experience in healthcare operations, client services, or complex service delivery environments.
Experience supporting distributed or global workforces.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position, we anticipate offering an annual salary of 149,300 - 248,800 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k), company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, paid holidays, and leaves of absence. For more details on our employee benefits programs, click here.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you need a reasonable accommodation to complete the online application process, please email [email protected] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.