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.

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

Trust & Integrity Manager

Responsibilities

Company

Solace

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