Payroll Tax Operations Lead - SME & SOP Owner

Intuit, Inc.; Philadelphia (Philadelphia County); Remote; USD 63,000 - 85,000; Full time

Benefits offered by this job

Overtime eligibility

Flexible hours

Benefits package

Job summary

Intuit, Inc. seeks a Lead Tax Processor and SME for Payroll Tax Operations to steer critical initiatives, resolve the most complex escalations, and govern SOPs and Knowledge Base articles for the team.

The role is virtual, hourly, non-exempt with overtime eligibility, offering flexible hours. You will coach staff, manage WIP and aging reports, and influence staffing while ensuring multi-state payroll tax compliance.

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 coaching/mentoring or training junior staff.
• Expert knowledge of tax payment and filing regulations across all US jurisdictions, including local municipal tax systems (PA, OH) and state programs (PFML, SDI).
• Advanced writing skills to create, review, and approve SOPs and technical documents for a tax processor audience.
• Demonstrated ownership of team SLAs by identifying red flags and resolving workflow barriers.
• A validation-first mindset, bringing vetted solutions and technical alternatives to leadership.
• 5+ years of experience handling highly sensitive escalations with minimal leadership guidance.
• 4+ years in contact center or back-office operations enabling high-volume service needs.

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.
• Own the authoring, technical review, and formal approval of SOPs and KB articles across core operations.
• Conduct structured quarterly coaching sessions using the SBIC feedback model to close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates; back up Daily Stand-Ups when the M1 manager is unavailable.
• Maintain mastery of daily business landscape with oversight of WIP, backlog reduction, and aging reports to inform staffing decisions.
• Resolve the most severe State and Federal payroll tax notices, including multi-quarter IRS discrepancies and cross-jurisdictional penalties.
• Approve highly complex amended Federal (941-X, W-2c) and State returns with audit trails and ledger reconciliation.
• Identify systemic trends and Known Issues; communicate findings with data-driven recommended responses.
• Represent the team in cross-functional meetings and provide risk-informed alternatives under pressure.

Skills

Payroll tax expertise

Lead/SME experience

SOP writing

Coaching

Escalations handling

AI tools usage

Job description

Intuit, Inc. seeks a Lead Tax Processor and SME for Payroll Tax Operations to steer critical initiatives, resolve the most complex escalations, and govern SOPs and Knowledge Base articles for the team.

The role is virtual, hourly, non-exempt with overtime eligibility, offering flexible hours. You will coach staff, manage WIP and aging reports, and influence staffing while ensuring multi-state payroll tax compliance.