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

Candidates who reside within 50 miles of the following locations may be asked to work in person: Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, and Scottsdale, AZ. Role Summary 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.

Key Responsibilities Performance Enablement Strategy & Operating Model 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. Learning Strategy & Skill Architecture 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. Training Delivery & Deployment 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.

Performance Coaching  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