Operations Lead, Mid-Market

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of revenue and headcount decisions for the Mid-Market segment, including making resource allocation and prioritization trade-offs across serving pods.

• Assess staffing requests based on actual revenue impact and decide whether needs can be better met through personnel, processes, or tools.

• Prioritize tasks across accounts and pods during times of limited resources.

• Discover and prioritize growth opportunities within existing Mid-Market accounts as well as new implementations.

• Oversee segment efficiency outcomes and drive enhancements through Collaboration with Product, Engineering, and Operations teams.

• Identify automation opportunities that can enhance growth or profit margins.

• Ensure teams are held accountable for operational or product-related inefficiencies.

• Manage account health and expansion results across Mid-Market in collaboration with Customer Success.

• Collaborate with Finance on pricing and packaging strategies.

• Work alongside Sales during late-stage deal evaluations to ensure profitable delivery.

• Handle escalations for at-risk or strategically important Mid-Market accounts.

• Maintain key customer relationships, which include periodic onsite visits for significant accounts.

• Compile segment-level customer trends to inform product and pricing roadmaps.

• Report directly to the COO and operate with the autonomy to manage the segment as an independent business entity.

⛳️ Requirements

• Proven experience in owning revenue, headcount, or resource decisions for a business unit, account portfolio, or segment, rather than merely executing someone else’s plan.

• Ability to critically evaluate staffing requests, pricing decisions, or deals against their actual economic impact before granting approval.

• A history of achieving results and maintaining accountability with individuals and teams beyond a direct reporting structure.

• Experience collaborating with Sales, Product, and Engineering as peers, including holding a peer function accountable without a formal tie-breaker.

• Proficient in enforcing standardization and process discipline in some accounts while developing customized, relationship-driven solutions in others, and discerning which approach is suitable for a given situation.

• A track record of establishing processes or infrastructure that were previously nonexistent, as opposed to merely implementing a pre-existing playbook.

• Comfortable interpreting unit economics, margins, cost-to-serve, and ROI, and utilizing this information to assess whether a specific deal, hire, or exception is advisable.

• 6 to 8 years of professional experience, including prior responsibility for a P&L, a book of business, or a revenue-accountable function, or equivalent experience such as managing a location, territory, or function in a startup with direct revenue responsibility.

• Bachelor’s degree or equivalent experience.

• Experience in the U.S. healthcare, pharmacy, or other regulated or technical purchasing environments (preferred).

🏝️ Benefits

• Remote-first collaborative work environment.

• Paid time off.

• 401K with company matching.

• Health Plan.

• The opportunity to work at the intersection of healthcare, pharmacy, and AI.

• Meaningful ownership and the potential for growth as TJM Labs continues to expand.