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Trust & Integrity Manager

Solace· Customer Experience
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Remote$90k - $110kFull-timePosted 4d ago

About the role

Lead the Trust & Integrity function to protect patient experience and platform integrity. Own strategy, standards, and risk management for case reviews, investigations, and advocacy oversight within the Customer Experience team. Collaborate with QA, operations, CX, and senior stakeholders to scale trust and safety as Solace grows.

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
  • Build a culture of empathy, precision, and accountability within the team
  • 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
  • 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
  • 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
  • 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
  • Demonstrate experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or related field
  • Show track record of building or scaling processes, SOPs, or playbooks in a high-stakes environment
  • Exhibit calm, methodical approach to high-stakes or sensitive situations with sound judgment
  • Possess strong investigative instincts and ability to coach others
  • Demonstrate exceptional written and verbal communication skills, including presenting findings to leadership
  • Show familiarity with complaint management, incident review processes, or risk frameworks
  • Ability to build trust across functions and with senior stakeholders
  • A deep commitment to patient welfare and understanding of stakes
  • Applicants must be based in the United States.

Qualifications

  • Experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or related field
  • Track record of building or scaling processes, SOPs, or playbooks in high-stakes environment
  • Calm, methodical approach to high-stakes or sensitive situations with strong judgment
  • Strong investigative instincts and coaching ability
  • Exceptional written and verbal communication skills with leadership presentation experience
  • Deep familiarity with complaint management, incident review processes, or risk frameworks
  • Ability to build trust quickly across functions and with senior stakeholders
  • Deep commitment to patient welfare and understanding of stakes
  • Based in the United States

Skills

Required:Team leadership and developmentCase review and quality assurancePatient safety & complaint managementRisk analysis and root-cause investigationCross-functional collaboration
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Solace

Find your advocate today.

Solace is a healthcare advocacy company dedicated to helping patients navigate the healthcare system and improve health outcomes.

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