Trust & Integrity Manager

Devconnectplatform; United States; Remote; USD 90,000 - 110,000; Full time

Job summary

Solace Health is seeking a Trust & Integrity Manager to lead the team protecting the integrity of the patient experience and the Solace platform. You will own escalation paths, oversee investigations, and ensure compliant, high‑quality responses across customer care and operations.

You will partner with QA, operations, product, and legal to scale trust programs, improve SOPs, and uphold patient welfare in a fast-growing healthcare tech environment.

Qualifications

• Leads and develops a Trust & Integrity team.
• Builds workflows, SLAs, and quality standards for investigations.
• Executes case reviews and calibration to ensure rigor.
• Creates risk-monitoring and pattern-analysis capabilities.
• Communicates findings to leadership with clear recommendations.

Responsibilities

• Own escalation paths for high-severity patient safety concerns.
• Ensure timely, thorough, and empathetic investigations with documentation.
• Oversee advocate conduct reviews and formal performance actions.
• Lead root-cause analyses and translate learnings into mitigations.
• Collaborate with operations, product, QA, and legal to align risk policy.

Skills

Team leadership

SOP development

Investigations

Risk analysis

Stakeholder communication

Job description

# Trust & Integrity ManagerSolace90k–110k USDFull-timeremote· leadUSAListed via Jobicy · posted 22 Oct 2026. The application happens there, not on DevConnect.Apply on Jobicy## DescriptionAbout SolaceHealthcare 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 RoleWe'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 DoTeam 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 teamPatient 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 judgmentAdvocate 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 learningsRisk 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 scenariosCross-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 expertWhat 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 stakeApplicants must be based in the United States.Up for the Challenge?We look forward to meeting you.Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [e-mail] or [e-mail].