Operations Lead, Mid-Market

About TJM Labs

TJM Labs builds Pharmacy AI: the AI agents hundreds of pharmacies rely on to handle the repetitive work that keeps pharmacists away from patients. Our platform handles prescription intake, data entry, refill management and patient calls. It works on top of the systems pharmacies already run, across 26+ pharmacy management systems and the portals and tools around them, so teams can take on more volume with the same staff. Today TJM Labs supports more than 550 pharmacies across the U.S. and Canada and automates over a million pharmacy tasks a day.

TJM Labs is built by pharmacists. Through our Dual-Expert Model™, pharmacists and engineers work side by side to design automation around the real workflows, systems and challenges pharmacies face every day.

We are a remote-first, high-growth organization united by a shared mission to help pharmacies scale without proportionally scaling their workforce. Our culture emphasizes direct impact, autonomy with responsibility, collaboration, practical problem-solving, continuous learning, and a commitment to healthcare. Team members have the opportunity to see their work make a meaningful difference in real pharmacies while contributing to technology that helps healthcare professionals focus on what matters most: their patients.

About the Role

We're hiring a Mid-Market Division Lead to own the commercial health of our Mid-Market segment end to end: revenue, headcount, and every resourcing and pricing call that shapes how the segment grows.

TJM Labs is in hyper-growth, building out a widening portfolio of AI products live across pharmacies nationwide. Running a business at this pace means someone needs to own the full picture for each major piece of it, not just a function within it. This role owns that picture for Mid-Market: what to charge, where headcount goes, which accounts get resourced, and how the segment expands.

You will report to the COO, with real latitude to run the segment as your own. There is no finished playbook. Part of the job is building the judgment calls and the process that don't exist yet, while you are already running the business.

Key Responsibilities

Segment Ownership and Resourcing

• Own revenue and headcount decisions for the Mid-Market segment, and the resourcing and prioritization tradeoffs across the pods that serve it
• Evaluate every staffing request against its actual revenue impact. The default question is always whether the segment needs a person, or better process and tooling
• Prioritize across accounts and pods when resources are scarce. This call belongs to you within the quarter, not something that has to go back up the chain each time
• Identify and prioritize expansion opportunities across existing Mid-Market accounts, and resource them alongside new implementations

Efficiency and Automation Ownership

• Own the efficiency outcome for the segment: how much of Mid-Market runs without added headcount. You will drive this through Product, Engineering, and Operations, not build the fix yourself
• Identify automation opportunities within the segment that would meaningfully improve growth or margin
• When the cause is how the delivery org operates, raise it to the team that owns fixing it. When the cause is what the product requires a human to do, raise it to Product and Engineering

Revenue Quality and Expansion

• Be accountable for account health and expansion outcomes across Mid-Market, prioritizing where that effort goes and partnering with Customer Success, who execute the account relationship day to day
• Partner with Finance on pricing and packaging strategy for the tier, grounded in what the segment can deliver at strong margin
• Partner with Sales during late-stage deal review so new business is scoped and priced for profitable delivery from day one

Escalation and Relationships

• Own escalation for at-risk or strategic Mid-Market accounts beyond what a Customer Success Manager (CSM) can resolve alone
• Hold the relationships that matter most for this segment's retention and growth, including periodic onsite visits for key accounts

Customer Signal to Product and Engineering

• Aggregate patterns across Mid-Market accounts, not individual anecdotes, into segment-level input for the product and pricing roadmap

Requirements

What You Will Bring

Required

• Experience owning revenue, headcount, or resourcing decisions for a business unit, book of accounts, or segment, not just executing a plan someone else set
• Comfortable evaluating a staffing request, a pricing decision, or a deal against its actual economic impact before approving it
• Track record of driving outcomes and holding a line with people and teams outside a direct reporting line
• Experience partnering with Sales, Product, and Engineering as equals, including holding a peer function accountable without a formal tie-breaker to fall back on
• Comfortable enforcing standardization and process discipline in some accounts while building custom, relationship-driven solutions in others, and knowing which one a given situation calls for
• History of building process or infrastructure that didn't exist yet, rather than executing an established playbook
• Comfortable reading unit economics, margin, cost-to-serve, and ROI, and using them to judge whether a specific deal, hire, or exception is a good idea
• 6 to 8 years of professional experience, including prior ownership of a P&L, book of business, or revenue-accountable function, or equivalent ownership experience such as running a location, a territory, or a function at a startup with direct revenue accountability
• Bachelor's degree or equivalent experience

Nice to have

• Experience with U.S. healthcare, pharmacy, or another regulated or technical buying environment

Why This Role Is Unique

You'll own the outcomes for a real piece of the business: what to charge, where headcount goes, which accounts to resource, and where the segment expands next, driven through partnership across Sales, Customer Success, Product, and Engineering rather than a team of your own. TJM Labs is growing fast and building out an expanding portfolio of AI products, and this role is where a meaningful slice of that growth actually gets run. If you want ownership that's real rather than titular, and the latitude to build the playbook as you go, this is that role.

Benefits

• Remote-first collaborative 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

Equal Employment Opportunity

TJM Labs is an equal opportunity employer. We welcome applicants of every background and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information or any other characteristic protected by law. If you need an accommodation at any point in the hiring process, email .

Disclaimer

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or requirements. Responsibilities and requirements may change based on business needs.

Originally posted on Himalayas