Payroll Tax Operations and Services Lead - SelectTime

Overview

This role joins Payroll Tax Operations (PTO) as a Lead Tax Processor and Subject Matter Expert (Level X5). You will serve as a primary technical resource for the team, independently resolve the most complex and ambiguous escalations, and provide technical governance and coaching.

This position is a virtual expert services role providing support directly to customers year-round with flexible hours and schedules.

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

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 capability.
• Author, technically review, and provide formal approval for 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 end-to-end mastery of the daily business landscape; independently oversee WIP management, backlog reduction, and aging reports, and 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), and communicate findings to the M1 manager and cross-functional stakeholders with data-driven recommended responses.
• Represent the team’s perspective in cross-functional meetings, demonstrate commitment to compliance integrity, and provide risk-informed alternatives under pressure.

Required Qualifications

• 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, including 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 identifying “red flags” and resolving workflow barriers before they impact the business.
• A consistent “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 a personal quality accuracy rate of 95% or higher.

Compensation & Benefits

The expected base pay range for this position is:

• 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 will 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. Regular comparisons are conducted across categories of ethnicity and gender to support fair pay.

Location

Virtual/remote role supporting customers year-round, with pay ranges listed by work location across the states shown above.