Performance Enablement Director, Client Service & Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the enterprise performance enablement strategy and operational model within Client Service & Operations.

• Create unified standards, governance, priorities, performance methodologies, and metrics across Implementation, Operations, and Service.

• Convert strategic priorities into workforce capability and performance strategies.

• Align investments in workforce capability with quantifiable operational outcomes.

• Anticipate future capability requirements and develop scalable solutions.

• Lead learning strategies that include skill acquisition, applied practice, reinforcement, and performance transfer.

• Oversee structured skill development journeys and blended learning experiences.

• Design and implement training deployment that aligns with business cycles, peak readiness, and product launches.

• Establish frameworks for readiness to launch new initiatives.

• Develop standards for facilitator effectiveness and governance for deployment.

• Design and execute a scalable performance coaching model.

• Set KPIs for coaching effectiveness and integrate coaching insights with quality and performance data.

• Combine coaching, learning, applied practice, quality insights, and performance data into a unified workforce performance model.

• Collaborate with operational leaders to embed capability development into daily workflows.

• Drive modernization initiatives involving AI, automation, digital learning, performance support, analytics, and emerging technologies.

• Define technology requirements and influence investment priorities for enablement platforms and tools.

• Promote the adoption of AI-enabled learning and performance solutions.

• Ensure that learning ecosystems facilitate skill journeys, reinforcement, data capture, proficiency measurement, and performance visibility.

• Provide strategic leadership for a large, multi-tiered enablement organization.

⛳️ Requirements

• Bachelor’s degree.

• 8+ years of progressive leadership experience in performance enablement, learning strategy, workforce optimization, performance measurement, operations analytics, or related areas.

• Proven experience leading complex, multi-layered organizations.

• Experience in designing and implementing skills-first, performance-driven learning models.

• Background in leading modernization through AI, digital learning, performance technology, analytics, or other emerging technologies.

• Expertise in developing skill architecture, proficiency modeling, and structured skill journeys.

• Experience in creating comprehensive training deployment strategies and blended learning cadences.

• Strong knowledge of LMS and LXP platforms and modern learning ecosystems.

• Ability to align learning investments with measurable operational outcomes.

• Strong strategic thinking, operational discipline, and executive presence.

• Willingness to travel as required.

• Internet connection via cable broadband or fiber optic service with at least 10Mbps download/5Mbps upload when working remotely.

• Preferred: experience in healthcare operations, client services, or complex service delivery environments.

• Preferred: experience supporting distributed or global workforces.

🏝️ Benefits

• Annual bonus eligibility.

• Eligibility for long-term incentive plans.

• Medical benefits.

• Vision benefits.

• Dental benefits.

• Programs for well-being and behavioral health.

• 401(k) plan.

• Company-paid life insurance.

• Tuition reimbursement.

• A minimum of 18 days of paid time off annually.

• Paid holidays.

• Leaves of absence.

• Opportunity for remote work, contingent on having cable broadband or fiber internet with at least 10Mbps download/5Mbps upload.

• Tobacco-free policy and eligibility for smoking cessation programs where applicable.