Payroll Tax Operations and Services Lead - Remote

Overview

This role supports Payroll Tax Operations (PTO) as a Lead Tax Processor and Subject Matter Expert (Level X5). You will provide technical leadership and independent resolution for the most complex, high-stakes, and ambiguous escalations, while also driving team capability through approvals, coaching, and structured routines.

The position is an hourly, non-exempt role eligible for overtime pay. Minimum availability is 20 hours per week, with the option to flex up to 40 hours per week based on business need.

Responsibilities

• Serve as the primary real-time technical expert for TP1, TP2, and TP3 staff by answering complex questions and teaching resolution paths to build team capability.
• Author, technically review, and formally approve 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 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 end-to-end mastery of the daily business landscape by independently overseeing team WIP management, backlog reduction, and aging reports; recommend staffing adjustments to the M1 manager.
• 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); communicate findings to the M1 manager and cross-functional stakeholders with data-driven recommended responses.
• Represent the team’s perspective in cross-functional meetings and provide risk-informed alternatives under pressure.

Requirements

• 4+ years of payroll tax experience with 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 specific 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 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 enabling navigation of 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 is highly preferred, or expected within 18 months of placement (Enrolled Agent designation is a strong differentiator).
• High proficiency driving Lean management practices, including consistent execution of Daily Huddles, Gemba Walks, and use of Daily Management boards to resolve operational bottlenecks.
• History of exceeding standard metrics while maintaining personal quality accuracy rate of 95% or higher.

Compensation & Benefits

• Competitive compensation package with pay for performance rewards.
• Expected base pay range by location:
  • 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 job-related knowledge, skills, experience, and work location.

Location

This role includes base pay ranges for California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, and Washington.