Lead Payroll Tax SME — Remote, Flexible Hours

Intuit; Philadelphia (Philadelphia County); Remote; USD 47,000 - 85,000; Full time

Job summary

Intuit is seeking a Lead Tax Processor and Subject Matter Expert within Payroll Tax Operations. You will guide critical team initiatives, resolve the most complex escalations, and own SOP governance and knowledge base content.

In this role, you will coach staff, optimize workflows, and ensure audit-ready processes while adapting to evolving tax regulations across states. This position offers flexible hours and OT eligibility in a virtual setting.

Qualifications

• 4+ years in payroll tax with complex defect resolution.
• Experience as lead, SME, or senior specialist with coaching examples.
• Expert knowledge of tax regs across US jurisdictions including PA, OH.
• Advanced writing for SOPs and technical documents for tax processors.
• Owner of SLAs and ability to identify red flags before impact.
• Validation-first mindset with vetted solutions and alternatives.
• 5+ years handling highly sensitive escalations with minimal guidance.
• 4+ years in contact center or back-office operations.
• Comfort with using AI tools to improve team workflows.

Responsibilities

• Serve as primary real-time expert for TP1, TP2, and TP3 staff, teaching resolution paths.
• Own authoring, review and approval of SOPs and KB articles.
• Conduct quarterly coaching sessions with assigned team members.
• Lead or contribute to team huddles, group QA, and Daily Stand-Ups backup.
• Oversee WIP management, backlog reduction, and aging reports; advise staffing.
• Resolve severe payroll tax notices including IRS/state discrepancies.
• Approve complex amended Federal and State returns across states.
• Identify systemic trends and communicate risks with data-driven responses.
• Represent team in cross-functional meetings with compliance focus.

Skills

Tax defect resolution

Leadership

SOP authoring

Coaching sessions

WIP management

Data-driven insights

Escalation handling

Customer service

AI tool usage

Job description

Intuit is seeking a Lead Tax Processor and Subject Matter Expert within Payroll Tax Operations. You will guide critical team initiatives, resolve the most complex escalations, and own SOP governance and knowledge base content.

In this role, you will coach staff, optimize workflows, and ensure audit-ready processes while adapting to evolving tax regulations across states. This position offers flexible hours and OT eligibility in a virtual setting.