---
title: 'Trust & Integrity Manager at Solace'
canonical: 'https://feeny.ai/job/trust-integrity-manager-solace-united-states-8kn4h1g711t5'
type: 'job'
last_seen: '2026-10-19'
---

# Trust & Integrity Manager at Solace

- **Company:** Solace
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-15
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/solace/d8e60731-ff88-4eef-b724-80abf41d8595

## Job description

## About Solace

Healthcare 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](https://www.bloomberg.com/news/articles/2026-02-10/vcs-give-solace-health-1-billion-valuation-for-patient-advocacy-tech?accessToken=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJzb3VyY2UiOiJTdWJzY3JpYmVyR2lmdGVkQXJ0aWNsZSIsImlhdCI6MTc3MDczMDg4MywiZXhwIjoxNzcxMzM1NjgzLCJhcnRpY2xlSWQiOiJUQThVUzhLR0NURzEwMCIsImJjb25uZWN0SWQiOiJBRDYxODI0MTc0ODM0MTk0QTRENUZFNzkwMzNGMDJGNSJ9.TE2pFUAOQAPMUXFlzoQ7zeJvctq7cSibbZqtIwhW-2U&leadSource=uverify+wall).

## 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.

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](http://ashbyhq.com). Report suspicious activity to recruiting@solace.health or advocate@solace.health.

## About Solace

## Company Overview
- **One-liner**: Solace is a healthcare advocacy platform that connects patients with dedicated, experienced healthcare advocates (nurses and care specialists) who navigate the complex U.S. healthcare system on their behalf, covered by insurance.
- **Entity Type**: Private (Series C)
- **Headquarters**: Redwood City, California, United States (also listed with an Austin, Texas address)
- **Founded**: 2022
- **Founders**: Jeremy Gurewitz (CEO) & Sara Sargent (CPO)

## Core Business
- **Primary industry**: Healthcare advocacy, care navigation, patient support services
- **Target customers**: B2C (patients and families with complex or chronic health needs) / B2B (health plans, employers, and organizations like The American Legion) / Enterprise
- **Mission**: To empower patients, improve outcomes, and restore the promise of the U.S. healthcare system.

## Products & Services
- **Solace Advocacy Platform (Core Service)**: A service that pairs patients with a dedicated healthcare advocate—a registered nurse or care specialist with an average of 16+ years of experience. The advocate helps navigate diagnoses, coordinate care, understand insurance benefits (Medicare, commercial insurance), find specialists, schedule appointments, and manage continuity of care across different providers and systems (VA, private, Medicare). This service is covered by insurance (including UnitedHealthcare, Aetna, BCBS, Cigna) for eligible members.
- **American Legion Partnership**: A specialized program offering dedicated healthcare advocacy to veterans and their families, helping them navigate both VA and private healthcare systems.

## Market Standing
- **Valuation/Market Cap**: $1 Billion (as of February 2026, per reports from their Series C raise) [cbinsights.com]
- **Key Metric**: Total Funding of $204M raised to date.
- **Notable Investors/Partners**:
    - **Lead Investors (latest round)**: IVP (Series C lead) [linkedin.com]
    - **Other Investors**: Menlo Ventures (Series B lead), Inspired Capital Partners (Series A lead), Torch Capital, SignalFire, RiverPark Ventures [cbinsights.com]
    - **Key Partner**: The American Legion (nation's largest veterans service organization) [businesswire.com]
- **Growth Signals**:
    - **Valuation**: Reached $1B valuation in early 2026, just 4 years after founding. [cbinsights.com]
    - **Funding**: Raised $130M Series C in Feb 2026, following a $60M Series B in May 2025. [linkedin.com]
    - **Headcount**: 562 employees as of mid-2026, with a yearly growth rate of +402.6%. [linkedin.com]
    - **LinkedIn Growth**: 24,608 followers, with a yearly growth of +265.7%. [linkedin.com]
    - **Recognition**: Named to Jeffrey Bussgang's 2026 "Rocket Ship Startup List" of 35 Supernova companies out of 900 evaluated. [linkedin.com]
    - **New Markets**: Expanded services to commercially insured patients (Feb 2026). [cbinsights.com]

## Competitive Advantages
- **Insurance Coverage Model**: Unlike many advocacy services that are paid out-of-pocket, Solace is covered by major insurance plans (UnitedHealthcare, Aetna, BCBS, Cigna), removing the cost barrier for patients.
- **High-Touch, Longitudinal Care**: Each patient is paired with a single, dedicated advocate for the entire care journey, providing continuity. Advocates are highly experienced (avg. 16+ years).
- **Deep Veteran Focus**: A exclusive partnership with The American Legion gives them a unique and powerful distribution channel and brand credibility in the massive veterans' healthcare market.
- **Strong Traction & Funding**: Achieving unicorn status ($1B valuation) in just 4 years signals strong investor confidence and business model validation.

## Strategic Focus
- **Scale the Advocate Network**: Hiring heavily for clinical roles (Lead Advocate, Associate Researcher) to meet growing demand.
- **Deepen Insurance Partnerships**: Expanding coverage to more commercial and government insurance plans to reach a wider patient base.
- **Expand Veteran Programs**: Capitalizing on the American Legion partnership to become the leading patient advocacy solution for veterans.
- **Data & Technology Investment**: Hiring data analytics leads and impact researchers, suggesting a focus on measuring outcomes and using data to improve the platform and the care experience.

## Why Work Here
- **Mission-Driven Work**: Employees are motivated by a clear, tangible social impact—solving real suffering within a broken healthcare system. The company culture is described as one where the problem is "real, and so are the people living it."
- **Fully Remote & Anti-Meeting Culture**: The company is a "productive, fully-remote team" with a strong "anti-meeting culture" that values asynchronous work and quality conversations. [solace.health]
- **High-Growth Environment**: With 562 employees and a 402% yearly headcount growth rate, this is an extremely fast-scaling startup. This offers significant career advancement opportunities but also requires adaptability and a bias for action.
- **Culture of Feedback & Excellence**: The company values "feedback as a gift" and has a "bias toward action," emphasizing learning from mistakes while holding a high standard for performance.
- **Vibrant Work Environment**: High employee rating on LinkedIn (4.5/5.0) with strong marks for Work-Life (4.2) and Compensation (4.3). [linkedin.com]
- **Culture of Beauty**: The company believes in "functional beauty" in all they build, from design to code, fostering a culture of quality and delight.

## Sources
1. [Solace Careers Page](https://www.solace.health/careers)
2. [Solace Website](https://www.solace.health/)
3. [Solace LinkedIn Page](https://www.linkedin.com/company/find-solace)
4. [CBInsights - Solace Company Profile](https://www.cbinsights.com/company/solace-2)
5. [BusinessWire - American Legion Partnership](https://www.businesswire.com) (Source for business wire data)

## Other roles at Solace

- [Telehealth Physician (Missouri-Remote)](https://feeny.ai/job/telehealth-physician-missouri-remote-solace-missouri-17bse71mjnvm) — Missouri
- [Telehealth Physician (Mississippi-Remote)](https://feeny.ai/job/telehealth-physician-mississippi-remote-solace-mississippi-v90jvh4yrw4f) — Mississippi
- [Telehealth Physician (Minnesota-Remote)](https://feeny.ai/job/telehealth-physician-minnesota-remote-solace-minnesota-0j32hj7htzzb) — Minnesota
- [Telehealth Physician (Rhode Island-Remote)](https://feeny.ai/job/telehealth-physician-rhode-island-remote-solace-ri-2pb6jyfq96mv) — , RI
- [Trust & Integrity Specialist](https://feeny.ai/job/trust-integrity-specialist-solace-united-states-c02tgwzxr982) — United States
- [Data Analyst](https://feeny.ai/job/data-analyst-solace-united-states-fj1dg7vtvhmt) — United States
- [Customer Experience Representative](https://feeny.ai/job/customer-experience-representative-solace-united-states-m4nm849fb76s) — United States
- [Data Scientist](https://feeny.ai/job/data-scientist-solace-united-states-ngsymvvzwe1e) — United States
- [Senior Backend Engineer](https://feeny.ai/job/senior-backend-engineer-solace-united-states-pgvkaqqg4nx0) — United States
- [Senior Full Stack Engineer](https://feeny.ai/job/senior-full-stack-engineer-solace-united-states-7ybpx61mhzn8) — United States