Trust & Integrity Manager

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 co