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

Cigna Healthcare•Connecticut Work at Home, CT

3d•$149,300 - $248,800•Remote

About The Position

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.

Requirements

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.

Nice To Haves

Experience in healthcare operations, client services, or complex service delivery environments.
Experience supporting distributed or global workforces.

Responsibilities

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.
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.
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.