Trust & Integrity Manager

The role

The Trust & Integrity Manager will lead a team responsible for protecting the integrity of the patient experience and the Solace platform. You will manage investigations, oversee advocate accountability, and develop risk monitoring strategies.

What you will do

• Coach and manage a team of Trust & Integrity Specialists
• Establish and refine workflows, SLAs, and quality standards
• Conduct case reviews and calibration sessions
• Own escalation paths for complex patient safety concerns
• Ensure timely and thorough investigation of complaints
• Uphold processes for reviewing advocate behavior and conduct
• Partner with QA to adjudicate cases for performance review
• Build risk monitoring practices across patient feedback and operational signals
• Identify systemic risk patterns and lead root-cause analysis
• Act as a primary point of contact for operations, clinical, product, and legal stakeholders

Required qualifications

• 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
• Strong investigative instincts
• Exceptional written and verbal communication skills
• Experience presenting findings and recommendations to leadership
• Deep familiarity with complaint management, incident review processes, or risk frameworks
• Ability to build trust quickly across functions
• A deep commitment to patient welfare

About the company

Solace is a Series C startup that pairs patients with expert advocates to help them navigate the complex U.S. healthcare system. The U.S. based team is lean, mission-driven, and growing quickly.