Payroll Tax Operations and Services Lead - SelectTime
About the role
Overview Join 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.
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