SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Solace is a Series C healthcare startup (founded 2022, backed by Inspired Capital, Craft Ventures, Menlo Ventures, and others) that pairs patients with expert advocates and tools to navigate the U.S. healthcare system. The company addresses a critical gap: 88% of U.S. adults lack sufficient health literacy to navigate healthcare independently.
You will lead the Trust & Integrity function within the Customer Experience team, building and managing a 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.
Key responsibilities include:
**Team Leadership & Development:** Coach and manage a team of Trust & Integrity Specialists, establish workflows and SLAs for complaint handling and investigations, conduct case reviews and calibration sessions, and build a culture of empathy and accountability.
**Patient Safety & Complaint Management:** Own escalation paths for complex or high-severity patient safety concerns, ensure timely and thorough investigation and resolution of complaints with clear documentation, define criteria for urgent intervention, and serve as final escalation point for high-judgment cases.
**Advocate Oversight & SOP Compliance:** Uphold the process for reviewing advocate behavior and conduct, partner with QA to adjudicate performance review cases, own the integrity and confidentiality of investigation records, and drive continuous improvement of SOPs based on case learnings.
**Risk Strategy & Pattern Analysis:** Build risk monitoring practices across patient feedback and operational signals, identify systemic patterns and lead root-cause analysis, own risk reporting to leadership, and develop playbooks for known and emerging risk scenarios.
**Cross-Functional Partnership:** Act as primary point of contact for operations, clinical, product, and legal/compliance stakeholders on trust and integrity matters, partner with QA to distinguish systemic quality issues from individual incidents, and contribute to org-wide risk and safety strategy.
You will report to CX leadership and work closely with QA, operations, and senior internal stakeholders to build a trustworthy, safe, and high-quality experience as Solace scales.
**Requirements:**
- Experience managing or leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or a related field
- Track record of building or scaling processes, SOPs, or playbooks in a high-stakes environment
- Calm, methodical approach to high-stakes or sensitive situations with strong judgment under ambiguity
- Strong investigative instincts and ability to coach others to develop the same
- Exceptional written and verbal communication skills, including presenting findings 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
- Deep commitment to patient welfare
- Must be based in the United States
