Operations Performance Manager Jobs in Westfield, MA

Position Summary

We are looking for an experienced Instructional Designer to create learning and performance solutions that help employees succeed and deliver great customer experience. In this role, you will partner with business leaders to identify performance needs and design scalable solutions that improve employee readiness, productivity, and business results.

This position is ideal for someone who enjoys solving business challenges, designing modern learning experiences, using data to drive decisions, and leveraging technology to improve performance.

Key Responsibilities

• Partner with leaders and stakeholders to identify performance gaps and recommend effective solutions.
• Design, develop, and implement learning programs, performance support tools, knowledge resources, and communications.
• Create engaging learning experiences using instructor-led, virtual, digital, and self-paced formats.
• Apply adult learning principles, scenario-based learning, microlearning, and other modern instructional design techniques.
• Use operational, quality, and learner data to measure effectiveness and drive continuous improvement.
• Collaborate with subject matter experts and business partners to ensure solutions align with business goals.
• Leverage AI, automation, and emerging technologies to improve learning outcomes and scalability.
• Support enterprise standards, templates, and best practices for learning and performance enablement.
• Mentor peers and promote a culture of continuous learning and innovation.

Qualifications

• High School Diploma or GED required. Bachelor's degree or higher education preferred.
• Certification in instructional design, learning, or performance improvement preferred.
• 5+ years of experience designing learning and performance solutions in a corporate environment.
• Strong knowledge of instructional design methodologies and adult learning principles required.
• Experience analyzing performance challenges and identifying root causes.
• Proven ability to design solutions that improve employee performance and business results.
• Strong consulting, communication, facilitation, and stakeholder management skills.
• Experience using data and performance metrics to evaluate and improve learning effectiveness.
• Proficiency with instructional design tools such as Articulate Storyline.
• Experience supporting operations, customer service, healthcare, or regulated industries.
• Experience with tools such as Camtasia, Adobe Creative Cloud, or Vyond.
• Experience leveraging AI, automation, and emerging technologies in learning and development.
• Knowledge of knowledge management, performance support, and operational readiness strategies.

Candidates who reside within 50 miles of the following locations may be asked to work in person on a hybrid schedule (three days per week): Bloomfield, CT, Chattanooga, TN, Denver, CO, St Louis, MO, or 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 84,800 - 141,300 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 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 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.