Lead Payroll Tax SME — Complex Escalations, SOPs

Intuit; Charlotte (NC); Remote; USD 70,000 - 130,000; Full time

Job summary

Intuit is seeking a Lead Tax Processor and Subject Matter Expert in Payroll Tax Operations to own the most complex escalations, govern SOPs, and coach the team to raise capability. You will act as the primary resource across the group, resolving high-stakes issues with audit-ready documentation.

This role emphasizes technical leadership, cross-functional collaboration, and proactive risk management, including multi-state filings, tax notices, and process improvement using AI tools to streamline

Qualifications

• 4+ years in payroll tax with complex defect resolution and multi-state filings.
• Experience as lead, senior specialist, or SME with mentoring examples.
• Advanced writing of SOPs and technical documents for tax processors.
• Ownership of SLAs and proactive identification of red flags.
• Experience handling highly sensitive escalations.
• CS/back-office operations experience.
• Comfort using AI tools to improve workflows.

Responsibilities

• Serve as primary real-time technical expert for TP1-TP3 staff and teach resolution paths to build team capability.
• Author and approve SOPs and KB articles across core operations.
• Conduct structured coaching sessions at least quarterly.
• Lead or support team huddles, QA sessions, and stand-ups.
• Oversee WIP, backlog, and aging reports; suggest staffing adjustments.
• Resolve severe payroll tax notices, including IRS/state issues.
• Approve amended Federal/State returns with audit trails.
• Identify trends and risks; communicate with leadership and stakeholders.
• Represent team in cross-functional meetings with a compliance focus.

Skills

Payroll tax

Multi-state tax

Lead / SME

SOP writing

Coaching

SLA ownership

Validation mindset

Escalation handling

AI tools usage

CS / call center exp

Education

CPP designation

Enrolled Agent

Job description

Intuit is seeking a Lead Tax Processor and Subject Matter Expert in Payroll Tax Operations to own the most complex escalations, govern SOPs, and coach the team to raise capability. You will act as the primary resource across the group, resolving high-stakes issues with audit-ready documentation.

This role emphasizes technical leadership, cross-functional collaboration, and proactive risk management, including multi-state filings, tax notices, and process improvement using AI tools to streamline