Remote Payroll Tax Operations Lead - SME & Coaching

Intuit; Raleigh (NC); Remote; USD 88,000 - 120,000; Full time

Benefits offered by this job

Cash bonus

Equity rewards

Benefits

Job summary

Intuit is seeking a Lead Tax Processor and Subject Matter Expert to steer critical team initiatives, resolve the most complex tax escalations, and govern SOPs and knowledge base articles. You will coach and develop the team, manage WIP and aging reports, and provide risk-informed guidance in fast-paced cross-functional settings.

The role emphasizes ownership of high-stakes tax issues, regulatory knowledge across US jurisdictions, and leveraging AI tools to continuously improve workflows.

Qualifications

• 4+ years of payroll tax experience focusing on complex tax defect resolution and multi-state amendments.
• Experience as a lead, senior specialist, or SME with coaching or mentoring junior staff.
• Deep knowledge of tax payment and filing regulations across US jurisdictions and local taxes.
• Advanced writing skills to create and approve SOPs and technical documents.
• Strong ownership of SLAs and proactive resolution of workflow barriers.
• Validated problem-solving mindset with vetted solutions to leadership.
• 5+ years handling highly sensitive escalations independently.
• 4+ years in contact center or back-office operations for high-volume needs.
• Comfort with leveraging AI tools to improve workflows.

Responsibilities

• Serve as real-time technical expert for TP1-TP3 staff and teach resolution paths.
• Author, review, and approve SOPs and knowledge base articles.
• Coaching sessions quarterly using SBIC feedback model.
• Lead or support team huddles, QA sessions, and stand-up facilitation when needed.
• Oversee WIP, backlog, and aging reports; suggest staffing adjustments.
• Resolve severe payroll tax notices across multiple states with audit trails.
• Approve complex amended Federal and State returns with proper documentation.
• Identify trends and risks; propose data-driven responses to stakeholders.
• Represent team in cross-functional meetings, ensure compliance and risk options.

Skills

Payroll tax experience

Leadership coaching

Tax regulations knowledge

SOP writing

SLA management

Problem solving

Escalation management

Contact center experience

AI tools

Education

CPP designation (preferred)

Enrolled Agent designation (strong differentiator)

Job description

Intuit is seeking a Lead Tax Processor and Subject Matter Expert to steer critical team initiatives, resolve the most complex tax escalations, and govern SOPs and knowledge base articles. You will coach and develop the team, manage WIP and aging reports, and provide risk-informed guidance in fast-paced cross-functional settings.

The role emphasizes ownership of high-stakes tax issues, regulatory knowledge across US jurisdictions, and leveraging AI tools to continuously improve workflows.