Quality & Performance Assurance Director, Client Service & Operations - Evernorth

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Quality & Performance Assurance Director, Client Service & Operations - Evernorth based in United States.

This senior leadership role will drive the modernization of a complex, enterprise-wide quality and performance assurance function. You will evolve quality management from traditional inspection and audit activities into a risk-aligned, data-driven capability that strengthens operational integrity and business performance. The role partners closely with operational risk, controls, compliance, client operations, and enablement teams to create scalable governance and continuous improvement practices. You will leverage automation, AI-enabled capabilities, and digital workflows to improve quality effectiveness and operational insight. The position also provides strategic guidance to senior leaders on risk exposure, performance trends, and operational readiness. This is an opportunity to lead meaningful transformation while building a high-performing quality organization focused on innovation, accountability, and measurable results.

Accountabilities:: Lead the transformation of the quality function into a modern, risk-aligned quality management system that supports operational, client, regulatory, and financial priorities.

Design and maintain scalable quality frameworks, operating models, methodologies, calibration practices, governance routines, and effectiveness measures.

Evaluate and rationalize existing quality programs, eliminating redundancy and improving consistency, efficiency, and business value.

Partner with operational risk and controls teams to align quality activities with enterprise risks, control objectives, governance expectations, and critical operational outcomes.

Collaborate with SOC1/SOX measurement teams to establish clear integration and delineation between formal control measurement and broader operational quality programs.

Maintain clear relationships between risks, controls, quality programs, sampling approaches, and validation methodologies.

Lead root cause analysis, trend identification, and proactive defect prevention initiatives to improve operational performance and quality outcomes.

Drive modernization through quality technology, workflow automation, intelligent sampling, AI-enabled capabilities, and digital quality management solutions.

Partner with technology and business stakeholders to evaluate, pilot, and scale innovative quality solutions that improve efficiency, consistency, and insight generation.

Deliver actionable quality insights and risk intelligence to operational and executive leadership, translating complex findings into clear recommendations and strategic actions.

Act as a strategic advisor on operational quality trends, process performance, risk exposure, and readiness implications.

Partner with learning, training, coaching, knowledge management, and other enablement functions to connect quality findings with measurable performance improvement.

Lead, develop, and strengthen a high-performing quality organization through clear role expectations, capability models, performance standards, and talent strategies.

Optimize workforce utilization and capacity planning across seasonal and non-peak operational periods.

Foster a culture of accountability, continuous improvement, innovation, simplification, and strong cross-functional partnership.

Serve as a transformation leader who challenges legacy approaches while balancing risk mitigation, operational simplicity, and business continuity.

Requirements:

Bachelor’s degree required; an advanced degree is preferred.

8+ years of experience in operational quality, quality management systems, operational risk, performance assurance, compliance, operational excellence, or a closely related leadership function.

Proven experience building, redesigning, or modernizing quality management systems at scale within complex operational environments.

Demonstrated success leading quality transformation initiatives involving automation, digital workflows, AI-enabled capabilities, or other advanced technologies.

Strong experience establishing calibration frameworks, governance models, measurement standards, and quality methodologies across complex organizations.

Demonstrated ability to align quality programs with operational risk, enterprise governance, and control environments.

Experience leading cross-functional quality improvement and operational transformation initiatives.

Strong analytical, root cause analysis, process optimization, and performance management capabilities.

Ability to translate complex operational findings into executive-level insights, business recommendations, and actionable strategic plans.

Excellent executive communication, stakeholder management, influencing, and relationship-building skills.

Strong business acumen and the ability to balance risk mitigation with operational efficiency and simplicity.

High emotional intelligence, with the ability to build trust, credibility, and effective partnerships across functions and leadership levels.

Knowledge of SOC1/SOX control environments and operational risk governance models.

Experience working in regulated or highly complex enterprise environments is preferred.

Experience supporting audit, regulatory, or enterprise governance initiatives is preferred.

Experience with AI-enabled quality assurance, intelligent operations, or workflow automation technologies is preferred.

Lean Six Sigma or equivalent process improvement certification is a plus.

Ability to travel up to 25% as needed.

For remote work, a cable broadband or fiber optic internet connection with minimum speeds of 10 Mbps download and 5 Mbps upload is required.

Benefits:

Annual base salary of $136,900–$228,100 , depending on relevant factors such as experience and geographic location.

Eligibility for an annual bonus and long-term incentive plan.

Medical, dental, and vision coverage beginning on day one.

Well-being and behavioral health programs.

401(k) retirement savings plan.

Company-paid life insurance.

Tuition reimbursement.

Minimum of 18 days of paid time off per year.

Paid holidays and leaves of absence.

Remote work flexibility, subject to role and location requirements.

Opportunity to lead enterprise-level transformation and work with cross-functional teams in a complex, highly regulated environment.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1