Note: The job is a remote job and is open to candidates in USA. Cigna Healthcare is dedicated to improving the health and vitality of those they serve. The Director of Performance Consulting is responsible for leading a team to diagnose business performance gaps and design solutions that 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
- 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 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
Benefits
- Annual bonus
- Long term incentive plan
- Medical
- Vision
- Dental
- Well-being and behavioral health programs
- 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
Company H1B Sponsorship