Senior Payroll Operations Specialist - Remote

Overview

This role supports end-to-end resolution of payroll tax issues across Notices, Corrections, and Amendments. You will act as a senior payroll tax expert and Subject Matter Expert (SME), serving as a technical lead and catalyst for the team—independently owning the most complex cases while also serving as a resource for less experienced staff.

This position focuses on fixing payroll tax problems (tax defect resolution), not running payroll.

Responsibilities

• Resolve the most complex State and Federal payroll tax notices in the team’s queue, including multi-quarter, multi-state, and penalty assessment scenarios.
  • Own the full case lifecycle from intake and root-cause analysis through agency response, submission, and confirmed closure.
• Prepare and file amended Federal and State payroll tax returns (Form 941-X and state equivalents) across 10+ states end-to-end.
  • Include reconciliation to the original return, recomputed liability schedules, W-2c preparation, and SSA reconciliation.
• Diagnose and resolve payroll tax errors spanning multiple pay periods or jurisdictions.
  • Trace discrepancies to the originating payroll run, determine tax impact across all affected quarters, and drive the complete correction workflow to confirmed resolution.
• Maintain high productivity case resolution, delivering Correction, Amendment, and Notice resolution requests with high accuracy.
• Monitor team WIP daily; identify aging cases, stuck holds, and Known Issues (KIs).
  • Resolve barriers proactively and bring systemic blockers to M1 with root-cause analysis and a recommended resolution path.
• Serve as the primary real-time resource for Senior Payroll Tax Processors.
  • Answer questions via Slack, Zoom, and side-by-side sessions while teaching the resolution process so the team builds capability.
• Conduct structured coaching sessions at least once per quarter with each assigned team member using the SBIC feedback model.
  • Increase frequency for agents who are underperforming or working through a learning gap.
• Contribute to team huddles, group QA sessions, and process meetings.
• Author, review, and approve SOPs and Knowledge Base (KB) articles for core processes.
  • Identify recurring error patterns in QA data and recommend corrective actions to M1.
• Identify trends and emerging compliance issues.
  • Communicate findings to M1 and relevant stakeholders with a recommended response and drive implementation of resolutions.
• Support cross-functional collaboration with Corrections, Amendments, Pay & File, and Tax Notice teams to resolve interconnected customer issues end-to-end.

Qualifications

• 4+ years of payroll tax experience with a demonstrated focus on tax defect resolution for notice response, amended return preparation, and payroll error correction across multiple states.
• Expert knowledge of State and Federal payroll tax notice types.
  • Independently draft penalty abatement requests and formal agency response letters with complete supporting documentation.
• Hands-on experience preparing and approving amended Federal (Form 941-X, W-2c) and State payroll tax returns across all states, including jurisdictions with complex local requirements such as PA, OH, and more.
• Deep knowledge of federal payroll tax law: FICA, FUTA, FITW, employment tax deposit schedules, and associated penalty and interest structures.
• Multi-state payroll tax expertise, including reciprocal agreements, resident and nonresident taxation, SUI account management, and local tax compliance across multiple jurisdictions.
• Prior experience functioning as a lead, senior specialist, or SME.
  • Ability to provide examples of coaching or training junior staff through complex resolution scenarios.
• Deep knowledge of federal and state tax payment and filing regulations across all US jurisdictions.
  • Advanced Excel skills for reconciliation and audit trail work.
• Strong written communication skills.
  • SOPs and KB articles must be accurate and actionable for a Tax processor audience without requiring revision.
• Associate's or Bachelor's degree in Accounting, Finance, or Business preferred; equivalent experience accepted.
• Certified Payroll Professional (CPP) preferred.
  • Expected within 18 months of Staff Payroll Tax Processor placement.
  • FPC accepted for candidates with 5+ years of demonstrated tax defect resolution experience.
  • Enrolled Agent (EA) is a strong differentiator.
• Experience at a payroll service bureau, PEO, or multi-client payroll tax operations environment strongly preferred.

Preferred Qualifications

• Enrolled Agent (EA)
• Certified Payroll Professional (CPP)
• FPC with 5+ years of demonstrated tax defect resolution experience
• Experience in a payroll service bureau, PEO, or multi-client payroll tax operations environment

Compensation & Benefits

• Expected base pay range (hourly), by location:
  • California (Bay Area): $40.50 - $54.50
  • Southern California: $40.50 - $54.50
  • Colorado: $32.00 - $43.50
  • District of Columbia: $32.00 - $43.50
  • Hawaii: $33.50 - $45.50
  • Illinois: $32.00 - $43.50
  • Maine: $29.00 - $39.50
  • Maryland: $32.00 - $43.50
  • Massachusetts: $33.50 - $45.50
  • Minnesota: $29.00 - $39.50
  • New Jersey: $33.50 - $45.50
  • New York: $40.50 - $54.50
  • Ohio: $29.00 - $39.50
  • Vermont: $32.00 - $43.50
  • Virginia: $32.00 - $43.50
  • Washington: $33.50 - $45.50
• 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 is an hourly, non-exempt role providing virtual expert services year-round with flexible hours and schedules.
• Minimum of 20 hours per week, with the option to flex up to 40 hours per week based on business need.
• Eligible for overtime pay.
• Locations listed above determine the applicable hourly base pay range.