Director of Performance Consulting, Operations Enablement

Role Description

Reporting to the Senior Director of Enablement Strategy and Partner Operations, the Director of Performance Consulting is a strategic leadership role within Operations Enablement, responsible for leading a team of performance consultants who diagnose business performance gaps and design integrated, data-driven solutions that improve operational outcomes. This role ensures that enablement investments, across training, knowledge management, quality, process, and technology, are aligned to measurable business needs and deliver sustained performance impact.

The Director serves as a strategic thought partner to Operations and Enablement leadership, translating operational challenges into prioritized performance improvement strategies. Success in this role requires strong operational credibility, consultative leadership, and the ability to influence outcomes in a highly matrixed environment.

• 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 practices 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Comprehensive range of benefits, with a focus on supporting your whole health.
• Health-related benefits including medical, vision, dental, and well-being and behavioral health programs starting on day one of your employment.
• 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.

Company Description

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.