Payroll Tax Operations and Services Lead - Remote

Overview

This role serves as a Lead Tax Processor and Subject Matter Expert (Level X5) within Payroll Tax Operations (PTO). You will provide technical leadership, independently resolve highly complex and ambiguous escalations, and act as the primary go-to resource for the team. You will also own formal approval governance for Standard Operating Procedures (SOPs) and facilitate structured coaching to build workforce capacity.

SelectTime employees provide virtual expert services directly to customers, working year-round with flexible hours and schedules. This role requires a minimum of 20 hours per week, with the option to flex up to 40 hours per week based on business need. The position is hourly and non-exempt, making it eligible for overtime pay.

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.
• 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 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.
• Provide independent oversight of 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, maintaining compliance integrity and providing 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 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 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 consistent “validation-first” mindset—bringing fully vetted 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 Daily Huddles, Gemba Walks, and 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

This role includes an expected base pay range (location-based):

• 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

The 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

Bay Area (California), Southern California, Colorado, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington