TJM Labs

Operations

• Own revenue and headcount decisions for the Mid-Market segment, including resourcing and prioritization tradeoffs across serving pods
• Evaluate staffing requests against actual revenue impact and determine whether needs are better addressed through people, process, or tooling
• Prioritize across accounts and pods when resources are scarce
• Identify and prioritize expansion opportunities across existing Mid-Market accounts alongside new implementations
• Own segment efficiency outcomes and drive improvements through Product, Engineering, and Operations
• Identify automation opportunities that improve growth or margin
• Hold teams accountable for operational or product-related causes of inefficiency
• Own account health and expansion outcomes across Mid-Market with Customer Success
• Partner with Finance on pricing and packaging strategy
• Partner with Sales during late-stage deal reviews to ensure profitable delivery
• Own escalations for at-risk or strategic Mid-Market accounts
• Maintain key customer relationships, including periodic onsite visits for key accounts
• Aggregate segment-level customer patterns into product and pricing roadmap input
• Report to the COO and operate with latitude to run the segment as its own business

Operations Lead, Mid-Market

Customer Support

• Provide responsive day-to-day support to pharmacies using TJM automation
• Respond promptly and professionally to customer questions and reported issues across support channels
• Ask follow-up questions and gather information to classify questions, training issues, workflow issues, configuration issues, product issues, or potential defects
• Resolve issues that can be addressed without engineering involvement
• Set expectations, provide updates, and close the loop after resolution
• Investigate customer-reported problems before escalating them
• Gather examples, timestamps, prescription or workflow context, screenshots, and other troubleshooting information
• Review system activity, configurations, logs, known issues, and documentation
• Reproduce reported behavior when appropriate
• Determine whether issues affect one scenario or a broader workflow
• Document investigations and create clear, actionable technical support tickets
• Explain technical information in plain language and communicate internally about broader customer impact
• Collaborate with Customer Success Managers, Implementation Leads, and technical teams within a customer pod
• Use pharmacy operations and pharmacy management system knowledge to troubleshoot effectively
• Identify recurring issues, training needs, confusing product behavior, documentation gaps, and potential product enhancements

Operations Lead, Mid-Market

Bot Support Specialist