ISX Program Manager, Reverse Logistic Services

ISX Program Manager, Reverse Logistic Services (RLS)

Job ID: 10574605 | Amazon EU SARL (Italy Branch)

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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 Program Manager, 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 Program Manager 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 across ~17,000 partner and carrier locations in Italy — ensuring returns are fast, easy, and reliable.
• Get into the field and coach. Visit locations, observe how returns are handled, and coach partner teams to Amazon's standards.
• Use data to prioritize. Focus your effort on the locations and partners falling furthest behind where improvement matters most.
• Drive measurable improvement on key metrics: service speed, processing reliability, customer satisfaction, and site readiness.
• Deploy network-wide improvements. Roll out scalable programs (signage, supplies, training, tools) across the Italian network, adapting them based on field insight.
• Shape strategy from the field. Turn on-the-ground observations into recommendations that influence EU-wide returns standards and programs.
• Manage performance to resolution. Run a structured coaching and follow-up cycle for underperformers; elevate to Business Partnerships or Transportation when needed.
• Build the foundation. As a founding team member, help define how the EU field team audits, coaches, and reports, adapting NA practices to Italy and feeding insights into monthly ISX reporting.

A day in the life

You start the week by reviewing performance data for Italy and identifying the partner locations and carriers falling furthest behind on the customer experience. You spend time in the field visiting a risk-weighted set of those sites, watching real customers complete returns, checking that the process is running smoothly, and coaching partner teams on the spot. Back at your desk, you're also driving the Italy rollout of a new signage standard and a store-supplies replenishment mechanism, using what you saw in the field to shape how they're deployed. You log your findings, build improvement plans for the sites that need them, elevate the bigger systemic issues to the right internal team, and close the week by capturing insights for the monthly ISX report and re-planning around wherever the customer experience needs you most.

About the team

Reverse Logistics Services (RLS) owns the returns journey end-to-end for Amazon, everything that happens after a customer decides to send something back until delivery at our FC. Our purpose is simple but hard: make returns effortless and reliable for every customer, while running one of the largest, most complex reverse-lo