Payroll Tax SME & Team Lead — SOPs & Escalations

Intuit, Inc.; New York (NY); Remoto; USD 131.809.000 - 177.655.000; Tempo pieno

Descrizione del lavoro

Intuit, Inc. is seeking a Lead Tax Processor and Subject Matter Expert to drive complex payroll tax casework and governance. You will own SOPs, mentor staff, and resolve high-stakes escalations while guiding team capability and compliance across TP1-TP3 processes.

The role demands deep multi-state tax expertise, strong writing skills for SOPs, and proactive SLA ownership. Flexibility in coordinating cross-functional priorities and leveraging AI tools to improve workflows is expected.

Competenze

• 4+ years of payroll tax experience with focus on complex tax defect resolution, notices, and multi-state filings.
• Lead/senior specialist or SME with coaching or mentoring junior staff.
• Expert knowledge of tax payments and filings across US jurisdictions, incl. local taxes and state programs.
• Advanced writing skills for SOPs and technical documents.
• Strong ownership of SLAs and proactive resolution of red flags.
• Validation-first mindset; propose vetted solutions and alternatives.
• 5+ years handling highly sensitive escalations with minimal guidance.
• 4+ years in contact center or back-office operations for high-volume service needs.
• Comfort with using AI tools to improve team workflows.
• Lean management practices and daily huddles to resolve bottlenecks.
• History of exceeding metrics with high accuracy.

Mansioni

• Act as primary real-time technical expert for TP1/TP2/TP3 staff and teach resolution paths.
• Own authoring, review, and approval of SOPs and KB articles.
• Conduct quarterly structured coaching using SBIC feedback to close skill gaps.
• Lead or support team huddles, QA sessions, and daily stand-ups when needed.
• Oversee WIP, backlog, and aging reports; recommend staffing adjustments.
• Resolve severe payroll tax notices across multiple jurisdictions.
• Approve complex amended Federal and State returns with audit trails.
• Identify trends and risks; communicate with data-driven recommendations.
• Represent team in cross-functional meetings with risk-aware alternatives.

Conoscenze

Payroll tax experience

Lead/SME experience

US tax regulations

SOP writing

SLA ownership

Validation mindset

Escalation handling

Contact center ops

AI tools

Lean management

Quality metrics

Descrizione del lavoro

Intuit, Inc. is seeking a Lead Tax Processor and Subject Matter Expert to drive complex payroll tax casework and governance. You will own SOPs, mentor staff, and resolve high-stakes escalations while guiding team capability and compliance across TP1-TP3 processes.

The role demands deep multi-state tax expertise, strong writing skills for SOPs, and proactive SLA ownership. Flexibility in coordinating cross-functional priorities and leveraging AI tools to improve workflows is expected.