Senior Manager, Prospect Experience

Solace is seeking a Senior Manager to lead the new Prospect Experience team within Customer Experience. This role involves engaging prospective patients, explaining the product, answering questions, and guiding them to schedule their first physician appointment. The Senior Manager will oversee a team of managers and approximately 30 agents, developing strategy, processes, and operating rhythms to ensure a fast, empathetic, and high-converting experience for prospects. This position requires strong operational leadership and a data-driven approach to customer satisfaction and conversion.

Must Have

• Lead and develop a team of managers overseeing ~30 CX agents.
• Set clear expectations, build onboarding, training, and playbooks.
• Own prospect experience, designing and refining workflows.
• Develop conversion-focused scripts, messaging, and FAQs.
• Monitor and improve key metrics (SLA, CSAT, conversion rate, QA, adherence).
• Partner with QA and Training for consistent, high-quality interactions.
• Build scalable SOPs, reporting frameworks, and processes.
• Collaborate with Workforce Management on capacity planning and forecasting.
• Identify inefficiencies, remove blockers, and implement improvements.
• Ensure effective use of tools like Zendesk, phone systems, and AI assistants.
• Work cross-functionally with Product, Marketing, and Clinical Operations.

Good to Have

• Experience in healthcare or startups.
• Familiarity with Zendesk, QA tools, WFM platforms, or AI-enabled CX tools.

About the Role

We are looking for a Senior Manager to lead our newly created Prospect Experience team within CX. This team specializes in engaging prospective patients, helping them understand our product, answering questions, and guiding them toward scheduling their first physician appointment.

You will oversee a team of managers and approximately 30 agents. You will build the strategy, processes, and operating rhythm needed to deliver a fast, empathetic, and high-converting experience.

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 B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire. Our fully remote U.S. 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 Wall Street Journal funding announcement here_

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What You’ll Do

• Lead and develop a team of managers overseeing a growing team of ~30 CX agents, including weekly 1:1s, coaching sessions, and performance reviews.
• Set clear expectations and build onboarding programs, training, and playbooks to drive quality, productivity, and customer satisfaction.
• Own the prospect experience by designing and refining workflows from initial contact through scheduling.
• Develop conversion-focused scripts, messaging, and FAQs while monitoring and improving key metrics (SLA, CSAT, conversion rate, QA, and adherence).
• Partner with QA and Training to ensure consistent, high-quality interactions.
• Build scalable SOPs, reporting frameworks, and processes for the prospect pod.
• Collaborate with Workforce Management on capacity planning and forecasting.
• Identify inefficiencies, remove blockers, and implement targeted improvements.
• Ensure effective use of tools including Zendesk, phone systems, and AI assistants.
• Work cross-functionally with Product, Marketing, and Clinical Operations to create a seamless prospect journey and share insights from prospect conversations to influence product and marketing decisions.

What We’re Looking For

• 5 to 7 years of experience in senior CX, support, operations, or customer-facing team leadership.
• Experience managing managers and large teams.
• Strong operational mindset with a track record of driving performance against KPIs.
• Comfortable building new teams, processes, and structures in a fast-growing environment.
• Excellent communication, coaching, and relationship-building skills.
• Data-driven decision maker who cares deeply about customer experience.

Bonus Points

• Experience in healthcare or startups.
• Familiarity with Zendesk, QA tools, WFM platforms, or AI-enabled CX tools.

Applicants must be based in the United States.