Reporting to the Operations Enablement Managing Director, the Senior Director of Quality, Reinforcement and Performance Insights provides strategic leadership for defining how quality performance is measured, reinforced, and sustained across Customer Operations and Coverage Review Operations. This role owns the operation’s quality system, ensuring quality expectations are consistently translated into execution, insight, and sustained performance outcomes in service of customer experience, operational execution, and business results across both human advocate interactions and technology enabled servicing, including AI assisted and agentic experiences. The Senior Director owns the operational reinforcement focus, equipping frontline leaders with the routines, tools, and feedback loops needed to reinforce changes as they land in production, and partnering with teams to follow performance strategies through implementation to understand impact and drive sustained adoption.
The Senior Director is accountable for establishing and sustaining a shared, aligned definition of quality for operations. In close partnership with Product, Client, and operational leaders, this role brings the operational and customer perspective to shape what good looks like, informed by customer and client expectations and external benchmarks. This role establishes a definition of quality that applies across human supported, digital, and agentic servicing, ensuring standards reflect both execution quality and the end to end customer experience. Through this work, the role aligns stakeholders and builds the capabilities required to support that definition consistently and at scale.
A critical focus of this role is accelerating the transformation of quality through the adoption of AI enabled tools, advanced analytics, and automation. The Senior Director will help shape and scale modern approaches to surfacing quality signals, anticipating risk, and strengthening performance at scale, in close collaboration with Product, Data, and Technology partners. This includes establishing the monitoring, controls, feedback loops, and escalation paths needed to identify quality risk, performance drift, and inconsistent outcomes in automated and agentic service models.
Key Responsibilities
Customer and Coverage Review Quality Performance
- Establish and maintain a shared, definition of quality by aligning cross-functional partners and stakeholders to ensure the operational and customer perspective is reflected.
- Define and evolve the quality performance strategy aligned to customer, operational, and business priorities.
- Establish standards, measures, and governance that translate quality expectations into consistent execution across lines of business.
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- Champion quality ownership and accountability across all levels of operations, reinforcing quality as a core operating discipline.
- Define and evolve quality standards, monitoring approaches, and governance mechanisms that apply across human supported, digital, and agentic servicing experiences.
Performance Insights
- Lead performance insight capabilities that translate quality signals into clear, actionable understanding for senior leaders and frontline teams.
- Ensure quality performance insights are consistently used by leaders to guide prioritization, investment decisions, and operational focus.
- Advance the use of analytics and AI enabled tools to surface trends, risks, and opportunities at scale.
Reinforcement and Sustained Performance
- Own the reinforcement approach that embeds quality expectations and behaviors into the flow of work and operating rhythms.
- Hold the organization accountable for durable performance change, ensuring improvement efforts result in sustained execution and behavior shifts over time.
Leadership and Operational Integration
- Lead and develop multi-disciplinary teams spanning quality operations, performance insights, and reinforcement.
- Serve as a trusted thought partner to senior operational leaders, guiding cross-functional operational tradeoffs in service of performance outcomes.
- Influence across a complex matrix to align stakeholders, reduce fragmentation, and drive consistent execution across delivery models.
Future Readiness
- Anticipate future quality performance needs and shape the operating model required to support scale, automation, and evolving customer expectations.
- Guide the ongoing evolution of quality performance capabilities through modernization, simplification, and continuous improvement.
- Guide the evolution of the quality operating model to support a servicing environment that increasingly spans human execution, automation, and agentic transactions.
Qualifications
- 10 or more years of progressive leadership experience in quality, performance enablement, operations, analytics or process improvement
- Proven ability to drive material performance outcomes at scale.
- Demonstrated understanding of end-to-end operational quality management systems, including how quality standards, measurement, calibration, insight, and reinforcement work together to drive consistent performance at scale.
- Experience designing or leading quality strategies that span human operations, automation, and AI enabled or agentic service environments.
- Experience leading large, complex, multi-disciplinary teams in matrixed environments.
- Strong executive presence with the ability to influence senior leaders and align diverse stakeholders.
- Demonstrated systems thinking, sound judgment, and high emotional intelligence
Candidates who reside within 50 miles of the following locations will be required to perform onsite 3 days per week: Bloomfield, CT; Chattanooga, TN; Denver, CO; St. Louis, MO; and Scottsdale, AZ.
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 180,000 - 300,000 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.
At The Cigna Group, you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 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. For more details on our employee benefits programs, click here.
About The Cigna Group
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.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you need a reasonable accommodation to complete the online application process, please email seeyourself@thecignagroup.com for assistance. Please note that this
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