Lead Payroll Tax SME — Complex Escalations & SOP Leadership

Intuit; Las Vegas (NV); Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Overtime pay

Flexible hours

Virtual work

Job summary

Intuit is seeking a Lead Tax Processor and Subject Matter Expert to drive complex payroll tax casework and governance. You will own SOPs, coach the team, and resolve high-stakes escalations while ensuring compliance and audit readiness.

You will manage cross-functional coordination, oversee WIP and aging reports, and leverage AI tools to continuously improve team workflows. This remote role supports flexible hours and overtime pay where applicable.

Qualifications

• 4+ years of payroll tax experience with complex tax defect resolution
• Lead, senior specialist, or SME with mentoring or training experience
• Deep knowledge of US payroll tax regulations including local taxes and state programs
• Advanced writing skills for SOPs and technical documents
• Strong ownership of SLAs and proactive problem resolution
• Validation-first mindset with proposed solutions or alternatives
• 5+ years handling high-stakes escalations with minimal guidance
• Experience in contact center, customer service, or back-office operations
• Comfort with using AI tools to improve team workflows

Responsibilities

• Serve as the primary technical expert for TP1, TP2, TP3 staff and teach resolution paths
• Own authoring, review, and approval of SOPs and KB articles
• Conduct quarterly coaching sessions using SBIC feedback model to close skill gaps
• Lead or support team huddles, QA sessions, and daily stand-up backups
• Oversee WIP management, backlog reduction, and aging reports for staffing advice
• Resolve severe payroll tax notices across states and jurisdictions
• Approve complex amended Federal and State returns with audit trails
• Identify trends and risks, communicating with leadership with data-driven recommendations
• Represent team in cross-functional meetings and provide risk-informed alternatives

Skills

Payroll tax expertise

Lead SME experience

Tax regulations (US)

Technical writing

Ownership & accountability

Process improvement

Escalation management

Customer service / call center

AI tools usage

Education

Certified Payroll Professional (CPP)

Enrolled Agent (EA)

Job description

Intuit is seeking a Lead Tax Processor and Subject Matter Expert to drive complex payroll tax casework and governance. You will own SOPs, coach the team, and resolve high-stakes escalations while ensuring compliance and audit readiness.

You will manage cross-functional coordination, oversee WIP and aging reports, and leverage AI tools to continuously improve team workflows. This remote role supports flexible hours and overtime pay where applicable.