About the role
About Solace
Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.
We're a Series C startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, Signalfire, and IVP. Our U.S. based team is lean, mission-driven, and growing quickly.
Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way.
Read more in our Bloomberg funding announcement here.
About the Role
We're looking for a Trust & Integrity Manager to lead the function that protects the integrity of the patient experience and the Solace platform. Sitting within the Customer Experience team, you'll build and manage the team responsible for identifying, investigating, and resolving situations that pose risk to patients, advocates, or Solace's operations.
This role sits at the intersection of patient safety, advocate accountability, and operational risk. You'll own the strategy and standards for case review, oversee a team handling escalations and investigations, monitor for emerging patterns at a portfolio level, and ensure advocates are operating within Solace's protocols and standards. Reporting to CX leadership, you'll work closely with QA, operations, CX, and senior internal stakeholders to build a trustworthy, safe, and high-quality experience for every patient we serve and to scale that trust as Solace grows.
What You'll Do
Team Leadership & Development
Coach and manage a team of Trust & Integrity Specialists, setting clear expectations and learning paths
Establish and refine workflows, SLAs, and quality standards for complaint handling, investigations, and advocate oversight
Conduct case reviews and calibration sessions to ensure consistency and rigor across the team
Build a culture of empathy, precision, and accountability within the team
Patient Safety & Complaint Management
Own escalation paths for the most complex or high-severity patient safety concerns and adverse experience reports
Ensure the team investigates and resolves complaints in a timely, thorough, and empathetic manner, with clear documentation standards
Define criteria for urgent intervention and coordinate cross-functional response for the highest-risk situations
Serve as final escalation point for patients or stakeholders when a case requires manager-level judgment
Advocate Oversight & SOP Compliance
Uphold the process by which advocate behavior, conduct, and quality concerns are reviewed
Partner with QA and team leads to adjudicate cases requiring formal performance review or corrective action
Own the integrity and confidentiality of investigation records and reporting
Drive continuous improvement of SOPs and ethical guidelines based on case learnings
Risk Strategy & Pattern Analysis
Build and own risk monitoring practices across patient feedback, escalation data, and operational signals
Identify systemic risk patterns and lead root-cause analysis, translating findings into concrete mitigations
Own the risk reporting cadence to CX and cross-functional leadership, including prioritization of high-severity issues
Lead development of internal playbooks and response protocols for known and emerging risk scenarios
Cross-Functional Partnership & Strategy
Act as the primary point of contact and thought partner for operations, clinical, product, and legal/compliance stakeholders on trust and integrity matters
Partner with QA leadership to define how systemic quality issues are distinguished from individual trust and integrity incidents
Represent Trust & Integrity in policy and SOP development, ensuring risk considerations are built into how Solace scales
Contribute to org-wide risk and safety strategy as a subject matter expert
What You Bring to the Table
Experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or a related field
A track record of building or scaling processes, SOPs, or playbooks in a high-stakes environment
A calm, methodical approach to high-stakes or sensitive situations, with strong judgment under ambiguity
Strong investigative instincts and the ability to coach others to develop the same
Exceptional written and verbal communication skills, including experience presenting findings and recommendations to leadership
Deep familiarity with complaint management, incident review processes, or risk frameworks
Demonstrated ability to build trust quickly across functions, including with senior stakeholders
A deep commitment to patient welfare and a clear sense of what's at stake
Applicants must be based in the United States.
Up for the Challenge?
We look forward to meeting you.
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