Lead Payroll Tax SME & Operations Coach

Intuit, Inc.; San Antonio (TX); Remote; USD 63,000 - 85,000; Full time

Benefits offered by this job

Bonus eligibility

Equity rewards

Benefits package

Job summary

Intuit, Inc. seeks a Lead Tax Processor and Subject Matter Expert to drive payroll tax operations and resolve the most complex escalations. You will govern SOPs, coach team members, and ensure compliance across states, including multi-quarter IRS matters and state audits.

The role requires leadership, deep tax knowledge, and the ability to own critical processes, with flexible hourly work and overtime eligibility in a fast-paced environment.

Qualifications

• 4+ years of payroll tax experience with complex tax defect resolution and multi-state filings.
• Experience as a lead, senior specialist, or SME with coaching or training junior staff.
• Expert knowledge of US payroll tax regulations, local municipal taxes (e.g., PA, OH) and state programs (e.g., PFML, SDI).
• Advanced writing skills to create and review SOPs and technical documents for a tax processor audience.
• Proven ownership of SLAs, proactively resolving red flags and workflow barriers.
• A validation-first mindset with proposed solutions and alternatives.
• 5+ years handling highly sensitive escalations with limited leadership guidance.
• 4+ years in contact center or back-office operations handling high-volume service needs.
• Comfort with testing AI tools to improve team workflows.

Responsibilities

• Serve as the primary real-time technical expert for staff and coach on resolution paths.
• Own authoring, review, and approval of SOPs and KB articles.
• Conduct formal coaching sessions at least quarterly to close skill gaps.
• Lead or support team huddles, QA sessions, and daily stand-ups as needed.
• Provide independent oversight of WIP, backlog, and aging reports and advise staffing.
• Resolve severe payroll tax notices across states and jurisdictions.
• Approve complex amended Federal and State returns with audit trails.
• Identify trends and Risks, communicating data-driven recommendations.
• Represent team perspective in cross-functional meetings and ensure compliance.

Skills

Payroll tax expertise

Lead / SME experience

Complex tax defect resolution

Multi-state filings

SOP authoring

Coaching / training

Data-driven problem solving

Escalations handling

AI tools usage

Operational governance

Education

Certified Payroll Professional (CPP)

Tools

SOP authoring tools

Knowledge Base (KB) systems

Job description

Intuit, Inc. seeks a Lead Tax Processor and Subject Matter Expert to drive payroll tax operations and resolve the most complex escalations. You will govern SOPs, coach team members, and ensure compliance across states, including multi-quarter IRS matters and state audits.

The role requires leadership, deep tax knowledge, and the ability to own critical processes, with flexible hourly work and overtime eligibility in a fast-paced environment.