InStore Experience (ISX) Partner Coach, Reverse Logistic Services (RLS), Reverse Logistic Services (RLS)

Role Overview

Reverse Logistics Services (RLS) exists to make returns effortless and reliable for every Amazon customer, regardless of whether they visit a store or partner location. In the UK, we deliver this experience across a large network of partner and carrier sites, utilizing convenience-led options like Label-Free, Box-Free (LFBF) drop-offs, and other in-store return methods.

The ISX Partner Coach, UK, is responsible for the quality and consistency of this customer experience across the entire UK network. Because returns are processed through thousands of independent partner sites, the experience can vary significantly from location to location. The core of this role is closing that gap. You will be in the field, observing how returns actually occur at partner locations, coaching partners and their teams to meet customer expectations, and utilizing data to focus efforts on the sites needing the most support. Your mission is holistic: improving in-store returns execution across all return types so that a customer's experience is consistently excellent, regardless of the location size or busyness.

This role is heavily grounded in field execution. In addition to coaching individual sites, you will help deploy network-wide improvements that elevate the UK network overall. This includes enhancing in-store signage and wayfinding, managing store supplies and replenishment, providing associate support and training, and ensuring partners have the necessary tools to process returns. You will feed frontline observations back into these programs, collaborate with internal teams to roll out improvements across the UK, and surface local insights that help advance broader EU standards—turning on-the-ground observations into lasting improvements.

Furthermore, this is a foundational, build-from-scratch role. You will be one of the first ISX Partner Coaches in the UK and one of the earliest members of the EU field team, reporting to the EU ISX Senior Manager. No established playbook exists yet; you will help create it. We are looking for a driven individual who is comfortable with ambiguity and possesses the judgment to prioritize the most critical work while the team, tools, and standards are still being established.

Key Job Responsibilities

• Deliver the in-store returns experience across the assigned UK territory, ensuring returns are fast, easy, and reliable across all return types.
• Go into the field to coach. Visit partner locations, observe return handling processes, and coach partner teams to meet Amazon's standards for speed, accuracy, and customer experience.
• Use data for prioritization. Employ performance data to identify locations and partners falling furthest behind, focusing your efforts where you can most significantly improve the customer experience.
• Drive measurable improvement in key returns metrics, including: speed of service, processing reliability, customer satisfaction, and site readiness.
• Deploy network-wide improvements. Support the rollout of scalable programs such as in-store signage/wayfinding, supplies/replenishment, associate support/training, and returns-processing tools, adapting them for local sites.
• Manage performance to resolution. Maintain a structured coaching and follow-up cycle for underperforming sites, partnering with the correct internal teams (e.g., Business Partnerships for retail, Transportation for carriers) for necessary escalation.
• Help build the foundation. As a founding team member, contribute to how the EU field team audits, coaches, and reports, and feed field insights into monthly ISX reporting.

A Day in the Life (Context)

Reverse Logistics Services (RLS) manages Amazon's entire returns journey—everything that happens after a customer decides to send something back until it reaches our Fulfillment Center (FC). Our mission is simple yet challenging: to make returns effortless and reliable for every customer across one of retail's largest reverse-logistics networks.

Within RLS, the In-Store Experience (ISX) team focuses on the point where returns meet the physical world: the thousands of partner and carrier locations customers visit. By working directly in the field, we bridge the gap between the best and worst operational sites, coach partners to a reliable, standardized level, and build systems that elevate the entire network.

Basic Qualifications

• Fluency in speaking, writing, and reading English.
• Experience in operations, field operations, retail, or logistics.
• Proven experience using data to prioritize focus across a multi-site, distributed, or partner environment.
• Willingness to travel frequently within the UK and work hands-on in an operational retail/drop-off environment.

Preferred Qualifications

• Experience in in-store retail operations, field operations, retail, logistics, or program management.
• Experience in reverse logistics, returns, last-mile, or third-party partner/carrier operations, preferably within the EU.
• Experience contributing to new programs, teams, or country operations (founding-member or early-team experience).
• Experience deploying or supporting operational programs across a partner network, beyond single-site execution.
• Familiarity with field auditing, coaching, and structured performance-management cycles.
• Bachelor's degree or equivalent operational experience.
• Experience coaching, influencing, or holding others accountable without direct managerial authority.
• Comfort operating independently in an ambiguous, build-from-scratch environment, prioritizing high-impact work without a fully defined playbook.
• Advanced proficiency in Microsoft Excel.