ISX Program Manager, 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 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; escalate 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, escalate 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-logistics networks in retail.

Within RLS, the In-Store Experience (ISX) team focuses on where returns meet the real world, the thousands of partner and carrier locations customers walk into to drop off an item. We turn a single promise into a consistent reality across every one of them: fast, easy, dependable returns, no matter which door a customer chooses. Working from the field, we close the gap between the best and worst locations, coach partners to a standard customers can count on, and build the mechanisms that lift the whole network at once.

Our culture is hands-on, data-driven, and high-ownership. We obsess over the customer, thrive in ambiguity, dive deep into the details on the ground, and think big about how to scale what works - because the best decisions about in-store returns are made by people who've seen them happen firsthand.

The applicable collective agreement for this role is CBA for employees of Telecommunication Sector. The position is classified at level Quadro or above, depending on the candidate’s skills, competences and experience.

The minimum gross annual base salary for this position is listed below. The base salary listed corresponds to working on a full-time basis. For part-time hours, the salary will be pro-rated.

Amazon reserves the right to offer a higher salary and/or level, depending on the candidate's skills, competencies, and experience. Amazon's package may include a sign on payment. In addition, the candidate may be eligible to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA.

Your recruiting team will share final salary and any restricted stock unit scheme if applicable, depending on skills and requirements.

In addition to statutory benefits, and those applicable to the relevant CBA, company supplementary benefits may apply subject to further terms.

Italy - 75,000 euros gross annually.

Basic qualifications

- Speak, write, and read fluently in Italian

- Speak, write, and read fluently in English

- Relevant experience in operations, field operations, retail, logistics, or program management experience.

- Experience improving performance across a large, distributed multi-site or partner network using data to prioritize where to focus.

- Experience coaching, influencing, or holding external partners accountable without direct authority.

- Comfort operating independently in an ambiguous, build-from-scratch environment and prioritizing the highest-impact work without a fully defined playbook.

- Willingness to travel frequently within Italy and to work hands-on in an operational store/drop-off environment.

Preferred qualifications

- In-store retail operations experience, field operations, retail, logistics or program management experience

- Experience in reverse logistics, returns, last-mile, or third-party partner/carrier operations, ideally in the EU.

- Experience standing up new programs, teams, or country operations (founding-member experience).

- Experience designing or deploying operational programs across a partner network, not just managing execution at the site level.

- Familiarity with field auditing, coaching, and structured performance-management cycles.

- Bachelor's degree or equivalent operational experience.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The minimum gross base salary for this position is listed below. The base salary listed corresponds to working on a full-time basis. For part-time hours, the salary will be pro-rated.

Amazon reserves the right to offer a higher salary and/or level, depending on the candidate's skills, competencies, and experience. Amazon's package may include a sign on payment. In addition, the candidate may be eligible to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Your recruiting team will share final salary and any restricted stock unit scheme if applicable, depending on skills and requirements.

In addition to statutory benefits, and those applicable to the relevant CBA, company supplementary benefits may apply subject to further terms.

See below the minimum gross base salary for this position:

Milan, ITA - 52,400.00 EUR Annually