Performance Enablement Director, Client Service & Operations - Evernorth - Remote

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.

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.

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.

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.

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 .

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 seeyourself@thecignagroup.com 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.