Note: The job is a remote job and is open to candidates in USA. Intuit is seeking a Manager, Payroll Tax Operations to lead a high-performing team of payroll tax experts. The role is responsible for team strategy, service-level and quality outcomes, complex payroll tax escalations, people development, process governance, and continuous operational improvement across high-volume payroll tax cases.
Responsibilities
- Translate the vision and values of PTO into a compelling team strategy that drives day-to-day priorities and a 1+ year operating plan aligned to department goals
- Own delivery and quality outcomes for your assigned team, ensuring SLA compliance across all active cases and eliminating backlogs to reduce customer burden
- Lead a team of Tax Processors through regular Monthly Check-Ins, structured SBIC feedback, performance coaching, and career development conversations
- Serve as the final internal escalation point for the most complex IRS and state agency notices, penalty assessments, cross-jurisdictional discrepancies, and multi-quarter audit inquiries arriving with a resolution strategy, not just a problem
- Drive utilization of lean management practices including Daily Huddles, WIP reviews, and performance board management to surface and solve problems in real time
- Partner with team to monitor team WIP daily; identify aging cases, holds, and systemic blockers; enforce intake and closure workflows to ensure no notice, payroll correction, and amended return exceeds agency deadlines without documented action
- Own SOP and Knowledge Base (KB) governance; direct team in authoring and validating process documentation; translate IRS and state regulatory updates into team briefings and SOP revisions with effective dates
- Drive hiring, onboarding, and skills calibration for new team members; proactively build succession depth at the team level
- Continuously assess and improve processes within team scope; identify upstream and downstream dependencies; recommend and implement improvements that eliminate non-value-added work
- Demonstrated ability to lead teams that deliver high-quality customer experiences in a high-volume, high-stakes service environment
Skills
- 5+ years of people management experience in a payroll tax operations or related service environment, with a demonstrated track record of developing others' skills and careers
- 5+ years of hands-on payroll tax experience with a strong focus on notice resolution, amended return preparation, and payroll error correction across multiple states, beyond general payroll administration
- Proven experience resolving complex IRS and state agency correspondence including, penalty assessments, and state balance-due and delinquency notices
- Demonstrated experience preparing and approving amended Federal (Form 941-X, W-2c) and State payroll tax returns across 10 or more 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: reciprocal agreements, resident and nonresident taxation, SUI account management, and local tax compliance across multiple jurisdictions
- Strong analytical skills; able to identify trends in case data, conduct root-cause analysis, and translate findings into corrective actions and process improvements
- Excellent written and verbal communication skills; able to simplify complex payroll tax issues for processors at all levels and for cross-functional partners
- Proficiency with at least one enterprise payroll platform and experience with case management systems such as Salesforce
- BS/BA in Accounting, Finance, or Business preferred; equivalent experience accepted
- Possess an active Certified Payroll Professional (CPP); required within 12 months of hire
- FPC accepted candidates actively pursuing CPP
- Prior experience at a payroll service bureau, PEO, or multi-client tax operations centers strongly preferred
- Possess an active Certified Payroll Professional (CPP) preferred
- Enrolled Agent (EA) designation is a strong differentiator
Benefits
- This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs
Company Overview
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