Note: The job is a remote job and is open to candidates in USA. The Cigna Group is dedicated to improving the health and vitality of those it serves. The Director of Performance Consulting is a strategic leadership role responsible for leading a team that diagnoses business performance gaps and designs data-driven solutions to enhance operational outcomes.
Responsibilities
- 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
Skills
- 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 drive 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
- Bachelor's degree is strongly preferred, advanced degree or professional certifications preferred
Benefits
- Annual bonus and long term incentive plan
- 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
- Leaves of absence
Company Overview