ISX Regional Partner Coach, Reverse Logistic Services (RLS)

Reverse Logistics Services (RLS) exists to make returns effortless and reliable for every Amazon customer — no matter which store or partner they walk into. In Italy, we deliver that experience across more than 17,000 partner and carrier locations, through convenience-led options such as Label-Free, Box-Free (LFBF) drop-off and every other way a customer can return an item in-store. The ISX Regional Partner Coach, Italy owns the quality and consistency of that experience across the whole Italian network. Because returns run through thousands of independent partner sites, the experience can vary widely from one location to the next and the core of this role is closing that gap. You will get into the field, see how returns actually happen at partner locations, coach partners and their teams to the standard customers expect, and use data to focus your time on the sites that need help most. Your mission is holistic: improving in-store returns execution across all return types, so a customer's experience is just as good at the busiest location as it is at the smallest. This is not only a field-execution role. It carries a strategic remit that reflects its level. Beyond coaching individual sites, you will help design and deploy the network-wide improvements that lift the entire Italian network at once: in-store signage and wayfinding, store supplies and replenishment mechanisms, associate support and training, and the tools partners rely on to process returns. You will translate what you learn in the field into scalable programs, work across internal teams to launch them in Italy, and help shape how the broader EU standards themselves are built, turning local, on-the-ground insight into lasting structural improvement. This is also a founding, build-from-scratch role. You'll be the first ISX Partner Coach in Italy and one of the earliest members of the EU field team, reporting directly to the EU ISX Senior Manager. There's no established playbook yet, you'll help create it. We're looking for someone with real ambition, comfort with ambiguity, and the judgment to focus relentlessly on the initiatives that matter most while the team, tools, and standards are still taking shape. Key job responsibilities • Own the in-store returns experience in Italy across ~17,000 partner and carrier locations, ensuring returns are fast, easy, and reliable for customers across all return types. • Get into the field and coach. Visit partner locations, observe how returns are handled, and coach partner teams to Amazon's standards for speed, accuracy, and customer experience. • Use data to prioritize. You can't be everywhere. Use performance data to identify the locations and partners falling furthest behind and concentrate your effort where it improves the customer experience most. • Drive measurable improvement on the metrics that define a great returns experience: how fast customers are served, how reliably returns are processed, customer satisfaction, and site readiness. • Deploy network-wide improvements. Lead the rollout of scalable programs that raise the standard across the entire Italian network, including in-store signage and wayfinding, store supplies and replenishment, associate support and training, and returns-processing tools , using your field insight to prioritize and adapt them for the market. • Shape strategy from the field. Turn on-the-ground observations into recommendations that influence how EU-wide returns standards, mechanisms, and programs are designed, ensuring the field perspective is built in from the start. • Manage performance to resolution. Follow a structured coaching and follow-up cycle for underperforming sites, and partner with the right internal teams (Business Partnerships for retail partners, the Transportation team for carriers) when issues need to be escalated to a partner's leadership. • Build the foundation. As a founding team member, help shape how the EU field team audits, coaches, and