Implementation Lead

Summary

TJM Labs builds AI-powered automation for pharmacy operations and is seeking an Implementation Lead to manage customer implementations from discovery through go-live and transition to ongoing support. The role coordinates stakeholders, documents pharmacy workflows, translates operational needs into requirements, manages project execution, performs internal QA, and improves implementation processes.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Skills

• 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
• You do need to understand pharmacy, be comfortable with pharmacy technology, communicate well, stay exceptionally organized, ask good questions, and take ownership
• 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

Qualifications

Must Haves

• 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
• You do need to understand pharmacy, be comfortable with pharmacy technology, communicate well, stay exceptionally organized, ask good questions, and take ownership

Nice to Haves

• 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

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