About TJM Labs TJM Labs is building the digital workforce for pharmacy. Pharmacies are being asked to do more with fewer resources. Prescription volumes are growing, margins are tightening, and talented pharmacy teams spend too much of their day on repetitive operational work. We're changing that. TJM Labs builds AI-powered automation designed specifically for pharmacy. Our technology works within the systems pharmacies already use to automate repetitive workflows and create more capacity for pharmacists and pharmacy technicians to focus on the work that actually requires them. We're growing quickly, and successful implementation is one of the most important parts of delivering on that promise. That's where you come in. About the Role We're looking for an Implementation Lead to own the day-to-day execution of customer implementations from discovery through go-live and transition to ongoing support. This is a hands-on role at the intersection of pharmacy operations, project management, customer communication, and technology. You'll work in close partnership with a Customer Success Manager (CSM). The CSM owns the overall customer relationship, strategic alignment, and escalations. You own getting the implementation done. During implementation, you'll be the hub of the project. You'll coordinate customer and internal stakeholders, document how the pharmacy operates today, translate those workflows into clear requirements, maintain the implementation plan, manage communication and action items, own internal QA, and drive the project toward a successful go-live. You'll also own one of the most important safeguards in our implementation process: making sure what the pharmacy does, what we've documented, what we've asked our technical teams to build, and what we ultimately deliver all remain in sync. This isn't a role where you'll simply maintain a project plan and schedule meetings. You'll ask questions. You'll uncover exceptions. You'll document details. You'll chase down decisions. You'll test what we've built. You'll notice when something doesn't line up. You'll keep people accountable for commitments. And when a project starts drifting, you'll help get it back on course. You don't need to be an engineer or an AI expert. You do need to understand pharmacy operations and pharmacy management systems, be curious about technology, communicate exceptionally well, and be very good at turning complexity into clarity. What You'll Own
- Day-to-Day Implementation Execution Once a customer enters implementation, you'll own the day-to-day work required to get them live.
- Establish and maintain the implementation plan, milestones, dependencies, and target go-live date.
- Lead implementation meetings, discovery sessions, and working sessions.
- Coordinate activities across the pharmacy, TJM technical teams, the CSM, and other internal stakeholders.
- Track decisions, action items, customer deliverables, risks, dependencies, and outstanding requirements.
- Follow up consistently to keep projects moving.
- Identify risks and blockers early and drive them toward resolution.
- Manage implementation changes and understand their impact on scope, requirements, and timelines.
- Keep projects on schedule and surface concerns before they become surprises.
- Coordinate go-live activities and the transition into ongoing support.
At any point in the project, you should be able to answer: What needs to happen next to get this customer live?
- Pharmacy Process Discovery & Documentation Before we can automate a pharmacy workflow, we need to understand exactly how that workflow operates today. You'll own creating and maintaining clear, accurate, and highly standardized documentation of each customer's current-state pharmacy processes before TJM automation is introduced.
- Lead structured workflow discovery with pharmacy stakeholders.
- Understand how work moves through the pharmacy today - including people, pharmacy management systems, other technology, handoffs, business rules, decision points, and dependencies.
- Document current-state processes using TJM's standard formats, terminology, and required level of detail.
- Capture exceptions and edge cases, not just the ideal or 'happy path.'
- Ask the follow-up questions needed to uncover assumptions, inconsistencies, and missing information.
- Validate documented workflows with the customer.
- Keep documentation current as new information is discovered or requirements change.
- Ensure important changes are reflected consistently across process documentation, requirements, implementation work, and testing.
- Help define how workflows should operate once TJM automation is introduced.
- Maintain a clear connection between how the pharmacy operates today, what the customer needs, and what TJM ultimately builds.
Good documentation in this role isn't about writing more. It's about capturing the right information, in the right structure, so customers and TJM teams are operating from the same understanding.
- Requirements & Technical Translation You'll help translate real-world pharmacy operations into clear requirements our technical teams can act on. You won't need to arrive as a technical business analyst, and you won't be expected to write code. We'll teach you TJM's technology, tools, and implementation methodology.
- Translate operational workflows into structured, actionable requirements.
- Identify relevant business rules, dependencies, expected outcomes, exceptions, and edge cases.
- Give technical teams the context they need to understand both what needs to happen and why.
- Answer questions and close gaps that arise as technical work progresses.
- Review proposed solutions against documented customer workflows and requirements.
- Identify when something being built doesn't appear to match what was documented or agreed upon.
- Keep requirements and documentation aligned as the implementation evolves.
One of your most important responsibilities is preventing quiet drift between what the pharmacy needs, what we've documented, and what we're building.
- Stakeholder Communication & Alignment You'll own communication across all stakeholders involved in the implementation. During implementation, you are the primary day-to-day implementation contact for the customer and the internal hub for project information.
- Establish and maintain a clear communication cadence.
- Lead customer implementation meetings and internal project discussions.
- Provide clear, concise updates on progress, timelines, decisions, risks, blockers, and next steps.
- Ensure decisions and changes are documented and communicated to everyone they affect.
- Make sure customer feedback and requirements reach the appropriate internal teams.
- Make sure internal decisions and updates make their way back to the appropriate customer stakeholders.
- Clearly communicate owners, commitments, and deadlines.
- Keep the CSM informed of project health, customer sentiment, risks, and important developments.
- Bring in the CSM when an issue requires strategic, relationship, commercial, or executive intervention.
You own making sure the right people know the right things at the right time.
- Internal QA & Customer Readiness You'll own the quality gate between work produced internally and what is presented to the customer. Customers should never be the first people to discover that something we built doesn't work as expected.
- Develop a clear understanding of what 'working correctly' means for each implementation.
- Validate completed work against documented customer requirements and workflows.
- Coordinate and execute internal testing before customer review.
- Test expected workflows as well as relevant exceptions and edge cases.
- Document defects, unexpected behavior, and gaps clearly enough for technical teams to act on them.
- Track identified issues through resolution.
- Retest fixes and confirm that previously identified issues have actually been resolved.
- Ensure the implementation reflects agreed-upon requirements and documented process changes.
- Determine when work is ready to move from internal QA to customer validation.
- Coordinate customer testing after internal QA is complete.
- Track customer feedback and issues through final resolution and go-live readiness.
You don't need to be a software QA engineer. You do need to be methodical, curious, detail-oriented, and willing to test something until you're confident we're putting quality work in front of the customer. Your responsibility isn't simply to ask whether something was tested. It's to make sure we're confident in what we're asking the customer to test.
- Continuous Improvement
- Implementation playbooks and processes.
- Pharmacy workflow documentation standards.
- Templates and project tools.
- Discovery practices.
- Requirements documentation.
- Internal QA and testing processes.
- Go-live readiness.
- Customer and internal communication.
- Handoffs between implementation and ongoing Customer Success.
The goal isn't simply to complete implementations. It's to make our implementation process more consistent, predictable, efficient, and scalable every time we use it. You'll Probably Love This Role If... You get unusual satisfaction from turning chaos into a plan. You leave meetings knowing exactly who is doing what by when - and you've written it down. You notice the unanswered question everyone else skipped over. When someone says, 'and then we just process it normally,' your instinct is to ask, 'Okay, but what exactly does normally mean?' You understand that the way a workflow is supposed to happen and the way it actually happens at 4:45 on a Friday afternoon aren't always the same thing. You test things yourself instead of assuming that because someone said they're done, they're ready for the customer. You'd rather solve a problem than spend three days discussing who owns it. You like technology, but you're more interested in what it can do than technology for technology's sake. Why TJM Labs You'll join a fast-growing company working on a very real problem in healthcare. You'll see the automation you helped implement running inside real pharmacies and taking repetitive work off the shoulders of pharmacists and pharmacy technicians. We're remote-first, highly collaborative, and still building many of the systems we'll need for our next stage of growth. You'll have an opportunity not only to run implementations, but to help us build a better way to implement customers as TJM Labs continues to scale.
What We're Looking For
- Approximately 2–5 years of relevant professional experience.
- Experience coordinating projects, implementations, customer onboarding, operational initiatives, or complex workflows.
- Working familiarity with pharmacy management systems and pharmacy workflows. This is required.
- Exceptional organization, reliability, and attention to detail.
- Ability to document processes and information clearly, precisely, and consistently.
- Strong follow-through and clear, professional communication.
- Ability to turn complicated conversations into decisions, documentation, owners, and next steps.
- Thoughtful questioning and comfort surfacing problems early.
- Ability to manage multiple implementations and competing priorities.
- Comfort with evolving priorities and processes, technical curiosity, and genuine ownership.
Direct Pharmacy Experience Is Highly Desired Current or previous pharmacy technician experience is highly desired for this role. Registered or certified pharmacy technicians are strongly encouraged to apply. If you're a pharmacy technician who has become the person others rely on to organize projects, troubleshoot processes, train others, implement new technology, or simply figure out how to make things work better, we especially want to hear from you. You do not need previous SaaS implementation experience if you bring strong pharmacy operations experience, project ownership, technical curiosity, and the ability to learn quickly. What You Don't Need You don't need to know how to code. You don't need previous experience building AI products. You don't need to be a software QA engineer. You don't need to be a strategic Customer Success Manager - you'll have one as a partner. You don't need to arrive knowing TJM's technology or implementation methodology. You do need to understand pharmacy, be comfortable with pharmacy technology, communicate well, stay exceptionally organized, ask good questions, and take ownership. We'll teach you the rest.
Benefits
- Remote-first work environment
- Paid time off
- 401K with company match
- Health Plan
- The opportunity to work at the intersection of healthcare, pharmacy, and AI
- Meaningful ownership and opportunity to grow as TJM Labs continues to scale
