Remote Lead Payroll Tax SME & SOP Coach

Intuit; New York (NY); On-site; USD 96,000 - 129,000; Full time

Job summary

SelectTime in the United States is seeking a Lead Tax Processor and Subject Matter Expert (Level X5) to act as a technical leader for the payroll tax team. You will own complex escalations, maintain SOPs, and drive knowledge sharing across TP1-TP3 staff while coaching peers to build capacity.

You will oversee WIP management and aging reports, while ensuring adherence to compliance standards and audit-ready workflows.

Qualifications

• 4+ years in payroll tax with complex defect resolution.
• Lead or SME with coaching experience for junior staff.
• Expert knowledge of US payroll tax regs across all jurisdictions.
• Advanced writing skills for SOPs and technical docs.
• Strong ownership of SLAs and path to resolution.
• Validation-first mindset with vetted solutions for leadership.
• 5+ years handling sensitive escalations in batch/ contact center.
• 4+ years in contact center or back-office operations.
• Experience using AI tools to improve workflows.

Responsibilities

• Serve as the primary real-time technical expert for TP1, TP2, TP3 staff.
• Own authoring, review and approval of SOPs and KB articles.
• Conduct quarterly formal coaching using SBIC framework.
• Lead or back up Daily Stand-Ups and team huddles.
• Oversee WIP, backlog, and aging reports; suggest staffing adjustments.
• Resolve severe payroll tax notices across multiple jurisdictions.
• Approve complex amended Federal and State returns with audit trails.
• Identify regulatory risks and Known Issues; communicate with stakeholders.
• Represent team view in cross-functional meetings and advise leadership.

Skills

Complex tax defect resolution

Lead/ SME coaching

US payroll tax regs

SOP authoring

SLA ownership

Data-driven risk analysis

Escalation management

Contact center / back-office ops

AI tooling for workflows

Education

Certified Payroll Professional (CPP)

Enrolled Agent designation

Job description

SelectTime in the United States is seeking a Lead Tax Processor and Subject Matter Expert (Level X5) to act as a technical leader for the payroll tax team. You will own complex escalations, maintain SOPs, and drive knowledge sharing across TP1-TP3 staff while coaching peers to build capacity.

You will oversee WIP management and aging reports, while ensuring adherence to compliance standards and audit-ready workflows.