Solace

• Coach and Develop the Team • Own the Roadmap • Build Cross-Functional Relationships • Drive Marketplace Forecasting • Own Production ML Systems • Establish Best Practices

• Clinical leadership and medical director oversight • Serve as the direct supervisor to a growing team of medical directors and associate medical directors • Set performance expectations and develop a medical director accountability framework • Build and mentor the associate medical director pipeline; own physician leadership development as an organizational capability • Working closely with the Medical Director for Clinical Quality, set clinical quality strategy, define priority measures, benchmarks, and improvement targets • Champion a culture of safety and continuous improvement across the physician workforce • Ensure service delivery, capacity, and utilization align with clinical standards • Set and enforce clinical policies governing scope of practice, clinical protocols, documentation standards, and telehealth-specific guidelines • Oversee physician onboarding from a clinical readiness standpoint; ensure new physicians receive orientation, training, and mentorship that allows them to hit the ground running • Monitor physician performance data (productivity, quality metrics, patient satisfaction, documentation compliance) at the cohort and individual level • Develop action plans to address areas of underperformance • Working with the CMO, co-develop clinical strategy for new service lines • Own the clinical operations plan: define goals, resource requirements, and success metrics • Develop a plan for a leadership structure that supports rapid growth and identify key hires that will be necessary to bring Solace’s vision to the next level • Build and maintain the clinical policy library in partnership with Legal, Compliance, and Medical Directors • Serve as the clinical authority for escalations from different physicians and the advocate service • Own the physician experience as an organizational priority; monitor engagement data and develop interventions to improve satisfaction, reduce burnout, and improve retention • Establish regular communication channels between physician leadership and the broader physician workforce • Partner with People/HR on physician workforce strategy, including retention and succession planning • Act as a model for the clinical values and professional standards we want upheld

Role Description As a Conversion & Enablement Lead at Solace, you'll be responsible for systematically improving how patients move through our human-mediated funnel, from first contact to enrolled, active advocacy. This is a deeply hands-on position. - Collaborate closely with our clinical team, channel managers, and data to design, test, and iterate on scripts, training frameworks, and intake flows. - Focus on booking rates, show rates, intake conversion, and match rates. - Diagnose real friction in human conversations and build repeatable systems to address it. - Translate findings into measurable improvements while adhering to quality and compliance standards. - Work directly with advocates and clinical stakeholders to shape training and development for the care team. - Report to the Senior Manager, Quality & Training, within our Customer Experience organization. What You'll Do - Own conversion optimization across key human funnel stages, including intake flows, advocate outreach sequences, onboarding touchpoints, and pre-visit physician scripting. - Analyze funnel-level data to identify drop-off points and friction, translating findings into testable hypotheses. - Develop, iterate on, and maintain call scripts, objection-handling frameworks, and intake conversation guides. - Design and run structured A/B tests on conversation flows and outreach sequences. - Build and maintain a prioritized experimentation backlog tied to business outcomes. - Integrate conversion work with existing QA framework to meet quality and compliance standards. - Build training programs and coaching frameworks for physicians and CX care team. - Partner with clinical on scripting, compliance, and quality standards. - Track and report on conversion metrics by funnel stage, cohort, and channel. - Translate experiment results and training outcomes into clear recommendations for stakeholders. - Help evolve Solace's enablement culture by improving documentation, playbooks, and decision-making standards. What Success Looks Like A steady cadence of high-quality experiments and training iterations that lead to measurable improvements in booking rate, show rate, and intake conversion, ultimately creating a more seamless patient experience and a team of advocates who are more confident, more consistent, and more effective, all while holding the quality and compliance standards that protect patients. Who You Are - A collaborative partner who thrives working across clinical, ops, and commercial functions. - A strategic operator who thinks holistically about the funnel while being detail-obsessed in execution. - Comfortable balancing speed with rigor, knowing when to test, wait, coach, or rewrite. - Motivated by ownership, iteration, and measurable improvement. - Energized by working with people who don't see themselves as salespeople. What You Bring to the Table - 3 to 5 years of hands-on experience in sales enablement, revenue enablement, or funnel optimization. - Proven track record of building or contributing to a sales or enablement function from scratch. - Experience working with clinical, compliance, or regulated teams to develop sales materials. - Strong analytical skills, comfortable pulling funnel data and deriving actionable insights. - Experience with conversation intelligence tools (e.g., Gong, Chorus, or similar). - Strong understanding of experimentation design and A/B thinking. - Excellent written communication skills for writing and refining scripts and training content. - Strong organizational skills and ability to manage multiple workstreams simultaneously. - A bias for action, moving fast and making sound decisions under tight timelines. - Applicants must be based in the United States. 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 recruiting@solace.health or advocate@solace.health.

• Learn Solace's proprietary system, tools, technology, and expectations, while also providing your unique experience in every interaction. • Build strong, trusting relationships with patients, where listening and empathy are the foundation for every interaction. • Be able to identify and prioritize patients’ needs and build out a care plan to ensure consistent action over time. • Develop comprehensive patient care plans that holistically address social determinants of health, i.e. food resources, transportation access, and support at home.

• Lead the end-to-end development of our mobile application, from architecture to shipped features. • Build and maintain integrations with external APIs and third-party SDKs. • Collaborate with product and design teams to translate complex requirements into polished, performant mobile experiences. • Architect the mobile app for scalability, maintainability, and a best-in-class user experience. • Champion code quality, testing, and CI/CD practices specific to mobile development. • Mentor engineers on mobile best practices and act as a force multiplier for the broader team.

• Learn Solace's proprietary system, tools, technology, and expectations, while also providing your unique experience in every interaction. • Build strong, trusting relationships with patients, where listening and empathy are the foundation for every interaction. • Be able to identify and prioritize patients’ needs and build out a care plan to ensure consistent action over time. • Develop comprehensive patient care plans that holistically address social determinants of health, i.e. food resources, transportation access, and support at home.

• Own conversion optimization across key funnel surfaces, including paid and organic landing pages, intake flows, and pre-visit touchpoints. • Own funnel-level qualitative research by recruiting and interviewing patients, synthesizing insights into testable hypotheses, and ensuring learnings are shared across the team. • Collaborate cross-functionally with Product, Data, and Design to align experimentation with broader company goals. • Maintain a prioritized CRO backlog tied to business outcomes, not idea volume. • Partner closely with channel managers (Meta, Google Ads, etc.) to ensure message alignment across the entire funnel. • Build and ship experiments directly in Webflow. • Design, launch, and analyze experiments in Statsig. • Translate experiment results into actionable insights and clear recommendations for stakeholders. • Stay abreast of industry trends and best practices in the CRO space. Continuously seek opportunities to enhance the patient and advocate experience through innovative strategies and technology. • Help evolve Solace’s experimentation culture by improving frameworks, documentation, and decision-making standards.

• Bring innovative Product ideas—and bring them to life. • Be autonomous. You’ll take full ownership of your work, and you take responsibility for every last detail, every step of the way. • Rapidly produce and launch concepts while laughing in the face of potential failure. • Serve as the go-to liaison with cross-functional and creative partners. Define initiative-level roadmaps of supporting workstreams to ensure work delivers on goals and your deadlines are met. • Provide up-to-date visibility into current projects and ensure the right stakeholders and cross-functional team members are involved at the right time. You’ll document decisions and action items and follow up with owners on commitments. • Learn and become a guardian of the Solace brand and user expectations, upholding standards and best practices across every touchpoint.

• Own Workday architecture & configuration • Own the business process framework inside Workday — how approvals route, how tasks trigger, how workflows sequence across the employee lifecycle • Configure and maintain security roles so the right people have access to the right data • Build and maintain custom reports and calculated fields that feed compensation decisions, headcount tracking, and org management • Design and maintain integrations between Workday and our broader People tech stack — payroll, Pulley, and Ashby — so data flows automatically without manual reconciliation • Audit and continuously improve system configuration as the org grows and business needs change • Serve as the internal Workday expert — the person who knows what the system can do and pushes us to actually use it • Identify manual, repetitive workflows across the People function and build automations that eliminate them • Evaluate and implement AI tools relevant to People Operations, compensation, and systems administration • Partner with the Total Rewards & Infrastructure Lead to build and execute a People AI roadmap • Stay close to what Workday is releasing natively on AI and automation and bring those capabilities in-house • Build and maintain the data infrastructure that powers compensation decisions — salary bands, job architecture, and leveling frameworks • Support the annual compensation review cycle from a systems and data perspective • Maintain equity administration in Pulley and ensure clean data across grant history, vesting schedules, and terminated employee records • Partner with Total Rewards & Infrastructure Lead on compensation modeling and scenario analysis as we scale

• Own end-to-end strategic and operational initiatives: From problem definition through implementation and measurement. • Partner with department leaders: Diagnose where their operations need to evolve for the next stage of scale, and co-own the work to get them there. This includes working closely with clinical leadership to design "lighter-touch" workflows that respect clinical judgment while ensuring efficiency. • Build the analytical foundation: Create frameworks for measuring operational performance across functions to replace decisions currently made by intuition. • Lead specific workstreams: Drive company efficiency, measure AI integration impact, and identify upstream drivers of CX volume to solve problems before they reach agents. • Run cross-functional projects: Take ownership of scale initiatives where no single department owns the outcome. • Shape the S&O function: Define how this team operates, how it engages with the rest of the company, and what profiles we hire next.