Implementation Lead

About this role

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
1. 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?
2. 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.
3. 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…