Senior Director, Quality, Reinforcement And Performance Insights, Remote at The Cigna Group

Overview

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.

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 email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.
• The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible.
• Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment.
• These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
• Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.