Payroll Tax Operations and Services Lead - Remote

Overview

This role supports Payroll Tax Operations as a Lead Tax Processor and Subject Matter Expert (Level X5). You will serve as the primary technical resource for the team, independently resolving the most complex, high-stakes, and ambiguous escalations. Responsibilities also include formal approval governance over Standard Operating Procedures (SOPs), structured team coaching, and routines to build workforce capacity.

Responsibilities

• Act as the primary, real-time go-to technical expert for TP1, TP2, and TP3 staff by answering complex questions and teaching resolution paths to build team capability.
• 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 using the SBIC feedback model to proactively close skill gaps.
• Lead or contribute to team huddles, group QA sessions, and performance board updates; serve as the primary backup facilitator for Daily Stand-Ups when the M1 manager is unavailable.
• Maintain total mastery of the daily business landscape, including independent oversight of team WIP management, backlog reduction, and aging reports to recommend staffing adjustments.
• Resolve the most severe State and Federal payroll tax notices, including multi-quarter IRS discrepancies, state audit inquiries, and cross-jurisdictional penalty assessments.
• Approve highly complex amended Federal (Form 941-X, W-2c) and State returns across all states, ensuring complete audit trails and ledger reconciliation.
• Identify systemic trends, emerging compliance risks, and Known Issues (KIs), and communicate findings with data-driven recommended responses to the M1 manager and cross-functional stakeholders.
• Represent the team’s perspective in cross-functional meetings; demonstrate strong compliance integrity and provide risk-informed alternatives under pressure.

Required 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 examples of coaching, mentoring, or training junior staff through nuanced resolution scenarios.
• Expert knowledge of tax payment and filing regulations across all US jurisdictions, including extensive experience with local municipal tax systems (e.g., PA, OH) and state-level programs (e.g., PFML, SDI).
• Advanced writing skills used to create, review, and approve Standard Operating Procedures and technical documents for a tax processor audience without requiring revision.
• Demonstrated extreme ownership of team Service Level Agreements by consistently identifying “red flags” and resolving workflow barriers before they impact the business.
• A “validation-first” mindset, bringing fully vetted potential solutions and technical alternatives to leadership rather than only identifying problems.
• 5+ years of experience independently handling highly sensitive customer and internal peer escalations with minimal leadership guidance.
• 4+ years of experience in contact center, customer service, or back-office operations supporting high-volume, service-related business needs.
• Comfortable leveraging and testing AI (artificial intelligence) tools to complete daily tasks and drive continuous improvement across team workflows.

Preferred Qualifications

• Certified Payroll Professional (CPP) designation (highly preferred) or expected within 18 months of placement; Enrolled Agent is a strong differentiator.
• High proficiency in driving Lean management practices, including Daily Huddles, Gemba Walks, and the use of Daily Management boards to resolve operational bottlenecks.
• History of exceeding standard metrics while maintaining a personal quality accuracy rate of 95% or higher.

Compensation & Benefits

• Expected base pay range (hourly):
  • California (Bay Area): $46.00 - $62.00
  • Southern California: $46.00 - $62.00
  • Colorado: $38.00 - $51.00
  • District of Columbia: $38.00 - $51.00
  • Hawaii: $39.50 - $53.50
  • Illinois: $38.00 - $51.00
  • Maine: $34.50 - $46.50
  • Maryland: $38.00 - $51.00
  • Massachusetts: $39.50 - $53.50
  • Minnesota: $34.50 - $46.50
  • New Jersey: $39.50 - $53.50
  • New York: $46.00 - $62.00
  • Ohio: $34.50 - $46.50
  • Vermont: $38.00 - $51.00
  • Virginia: $38.00 - $51.00
  • Washington: $39.50 - $53.50
• This position may be eligible for a cash bonus, equity rewards, and benefits, in accordance with applicable plans and programs.
• Pay offered is based on factors such as job-related knowledge, skills, experience, and work location.

Location

This role is eligible across the listed states/regions above and is available as an hourly, non-exempt position.

Work Schedule

• Minimum 20 hours per week
• Option to flex up to 40 hours per week based on business need
• Hourly, non-exempt role eligible for overtime pay