Trust & Integrity Manager

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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