Payroll Tax Operations and Services Lead - SelectTime

Intuit; Atlanta (GA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Bonus eligibility

Equity rewards

Benefits package

Job summary

Intuit is seeking a Lead Tax Processor to act as the SME for payroll tax operations. You will own complex escalations, govern SOPs, and coach the team to build capacity. This is an hourly, non-exempt role with potential overtime, offering flexible scheduling through SelectTime.

You will handle state and federal notices, author SOPs, and drive process improvements while maintaining compliance and data integrity for multi‑state filings.

Qualifications

• 4+ years of payroll tax experience with complex tax defect resolution and multi-state amendments.
• Experience as a lead, senior specialist, or SME with coaching or mentoring.
• Expert knowledge of tax payment and filing regulations across US jurisdictions.
• Advanced writing skills for SOPs and technical documents.

Responsibilities

• Serve as primary real-time technical expert for TP1, TP2, TP3 staff and resolve complex questions.
• Own authoring, review, and approval of SOPs and KB articles.
• Conduct coaching sessions at least quarterly using SBIC feedback model.
• Lead/balance standups and group QA sessions; backup for Daily Stand-Ups.
• Oversee WIP, backlog reduction, and aging reports; advise staffing.

Skills

Coaching

Leadership

Communication

AI Tools

Risk Management

Process Improvement

Mentoring

Technical Writing

Team Building

Education

CPP designation

Enrolled Agent designation

Tools

AI tools

Knowledge Base

Job description

OverviewJoin Payroll Tax Operations (PTO) as a Lead Tax Processor and Subject Matter Expert (Level X5). In this technical leadership role, you will act as a key operational catalyst, steering critical team initiatives, and serving as the primary go‑to resource for the entire team. You will own and independently resolve the absolute most complex, high‑stakes, and ambiguous customer or internal escalations. Beyond handling advanced technical casework, you will hold formal approval governance over standard operating procedures, execute structured team coaching, and facilitate routines to systematically build workforce capacity. About SelectTime SelectTime employees provide virtual expert services directly to Intuit’s customers, working year‑round with flexible hours and schedules. This role has a minimum of 20 hours per week with the option to flex up to 40 hours per week based on business need. As an hourly, non‑exempt position, this role is eligible for overtime pay.

Responsibilities

• Serve as the primary, real‑time go‑to technical expert for TP1, TP2, and TP3 staff, answering complex questions and teaching resolution paths to build team capability rather than dependency.
• Own the authoring, technical review, and formal approval of Standard Operating Procedures (SOPs) and Knowledge Base (KB) articles across core operations.
• Conduct structured, formal coaching sessions at least once per quarter with assigned team members using the SBIC feedback model to proactively close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates, serving as the primary backup facilitator for Daily Stand‑Ups when the M1 manager is unavailable.
• Maintain total mastery of the daily business landscape, providing independent oversight of team WIP management, backlog reduction, and aging reports to recommend staffing adjustments to the M1 manager.
• Resolve the most severe State and Federal payroll tax notices in the queue, including multi‑quarter IRS discrepancies, state audit inquiries, and cross‑jurisdictional penalty assessments.
• Approve highly complex amended Federal (Form 941‑X, W‑2c) and State returns across all states, ensuring complete audit trails and ledger reconciliation.
• Identify systemic trends, emerging compliance risks, and Known Issues (KIs), communicating findings to the M1 manager and cross‑functional stakeholders with data‑driven recommended responses.
• Represent the team’s perspective in cross‑functional meetings, model an unwavering commitment to compliance integrity, and provide risk‑informed alternatives under pressure.

Required Qualifications

• 4+ years of payroll tax experience with a demonstrated focus on complex tax defect resolution, notice response, and multi‑state amendment filings.
• Prior experience functioning formally as a lead, senior specialist, or SME, with specific examples of coaching, mentoring, or training junior staff through nuanced resolution scenarios.
• Expert knowledge of tax payment and filing regulations across all US jurisdictions, including extensive experience with local municipal tax systems (e.g., PA, OH) and state‑level programs (e.g., PFML, SDI).
• Advanced writing skills used to create, review, and approve Standard Operating Procedures and technical documents for a tax processor audience without requiring revision.
• Demonstrated extreme ownership of team Service Level Agreements by consistently identifying "red flags" and resolving workflow barriers before they impact the business.
• A consistent "validation-first" mindset, habitually bringing fully vetted potential solutions and technical alternatives to leadership rather than just identifying problems.
• 5+ years of experience independently handling highly sensitive customer and internal peer escalations with minimal leadership guidance.
• 4+ years of experience in contact center, customer service, or back‑office operations enabling the seamless navigation of high‑volume, service‑related business needs.
• Comfortable with leveraging and testing AI (artificial intelligence) tools in order to complete daily tasks and drive continuous improvement across team workflows.

Preferred Qualifications

• Certified Payroll Professional (CPP) designation is highly preferred, or expected within 18 months of placement (Enrolled Agent designation is a strong differentiator).
• High proficiency in driving Lean management practices, including the consistent execution of Daily Huddles, Gemba Walks, and the use of Daily Management boards to resolve operational bottlenecks.
• History of exceeding standard metrics while maintaining a personal quality accuracy rate of 95% or higher.

Compensation & Benefits

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is California (Bay Area): $46.00 - $62.00 Southern California: $46.00 - $62.00 Colorado: $38.00 - $51.00 District of Columbia: $38.00 - $51.00 Hawaii: $39.50 - $53.50 Illinois: $38.00 - $51.00 Maine: $34.50 - $46.50 Maryland: $38.00 - $51.00 Massachusetts: $39.50 - $53.50 Minnesota: $34.50 - $46.50 New Jersey: $39.50 - $53.50 New York: $46.00 - $62.00 Ohio: $34.50 - $46.50 Vermont: $38.00 - $51.00 Virginia: $38.00 - $51.00 Washington: $39.50 - $53.50 This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job‑related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

Skills

Artificial Intelligence (AI), Backlog Prioritization, Call Centers, Coaching, Communication Skills, Compensation and Benefits, Continuous Improvement, Cross‑Functional, Customer Escalations, Customer Support/Service, Federal Tax, Identify Issues, Knowledge Base, Leadership, Lean Manufacturing, Local Tax, Mentoring, Metrics, Payroll Tax, Process Improvement, Quality Assurance, Quality Management, Reconciliation, Regulatory Submissions, Risk, Service Level Agreement (SLA), Staff Training, Standard Operating Procedures (SOP), Standup Meetings, Tax Operations, Team Building, Team Lead/Manager, Technical Leadership, Technical Writing, Training/Teaching, Trend Analysis, Writing Skills Intuit