At a glance
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote
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 https://www.bloomberg.com/news/articles/2026-02-10/vcs-give-solace-health-1-billion-valuation-for-patient-advocacy-tech?accessToken=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJzb3VyY2UiOiJTdWJzY3JpYmVyR2lmdGVkQXJ0aWNsZSIsImlhdCI6MTc3MDczMDg4MywiZXhwIjoxNzcxMzM1NjgzLCJhcnRpY2xlSWQiOiJUQThVUzhLR0NURzEwMCIsImJjb25uZWN0SWQiOiJBRDYxODI0MTc0ODM0MTk0QTRENUZFNzkwMzNGMDJGNSJ9.TE2pFUAOQAPMUXFlzoQ7zeJvctq7cSibbZqtIwhW-2U&leadSource=uverify+wall.
About the role
- Solace is seeking a Trust & Integrity Manager to lead the function protecting the integrity of the patient experience and the Solace platform.
- Sitting within the Customer Experience team, this role builds and manages the team responsible for identifying, investigating, and resolving situations posing risk to patients, advocates, or operations.
Responsibilities
- 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.
- Own escalation paths for the most complex or high-severity patient safety concerns and adverse experience reports.
- Define criteria for urgent intervention and coordinate cross-functional response for the highest-risk situations.
- Partner with QA and team leads to adjudicate cases requiring formal performance review or corrective action.
- Build and own risk monitoring practices across patient feedback, escalation data, and operational signals.
- Lead development of internal playbooks and response protocols for known and emerging risk scenarios.
- Act as the primary point of contact and thought partner for operations, clinical, product, and legal/compliance stakeholders on trust and integrity matters.
- Represent Trust & Integrity in policy and SOP development, ensuring risk considerations are built into how Solace scales.
Requirements
- 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.
Workplace
- Applicants must be based in the United States.
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