InStore Experience (ISX) Partner Coach, Reverse Logistic Services (RLS), 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 the UK we deliver that experience across a large network of 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 Partner Coach UK owns the quality and consistency of that experience across the territory of the UK 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 customers experience is just as good at the busiest location as it is at the smallest.

This role is grounded in field execution. Alongside coaching individual sites you will help deploy the network-wide improvements that lift the UK network as a whole: in-store signage and wayfinding store supplies and replenishment associate support and training and the tools partners rely on to process returns. You will feed what you learn in the field back into these programs work with internal teams to roll them out in the UK and surface local insight that helps improve the broader EU standards turning on-the-ground observation into lasting improvement.

This is also a founding build-from-scratch role. Youll 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. Theres no established playbook yet youll help create it. Were looking for someone with drive comfort with ambiguity and the judgment to focus on the work that matters most while the team tools and standards are still taking shape.

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.

Get into the field and coach. Visit partner locations observe how returns are handled and coach partner teams to Amazons standards for speed accuracy and customer experience.

Use data to prioritize. You cant be everywhere use performance data to find the locations and partners falling furthest behind and focus where you improve the customer experience most.

Drive measurable improvement on the metrics that define a great returns experience: speed of service processing reliability customer satisfaction and site readiness.

Deploy network-wide improvements. Support the rollout of scalable programs in-store signage and wayfinding supplies and replenishment associate support and training and returns-processing tools adapting them for local sites.

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 Transportation for carriers) when issues need escalation.

Help build the foundation. As a founding team member contribute to how the EU field team audits coaches and reports and feed your field insights into monthly ISX reporting.

A day in the life
Reverse Logistics Services (RLS) owns Amazons returns journey end-to-end everything 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 across one of retails largest reverse-logistics networks.

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. 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 mechanisms that lift the whole network.

- Speak write and read fluently in English
- Experience in operations field operations retail or logistics
- Experience using data to prioritize where to focus across a multi-site distributed or partner environment
- Willingness to travel frequently within UK and to work hands-on in an operational store/drop-off environment

- In-store retail operations 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 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
- Bachelors degree or equivalent operational experience
- Experience coaching influencing or holding others accountable without direct authority
- Comfort operating independently in an ambiguous build-from-scratch environment prioritizing the highest-impact work without a fully defined playbook
- Advanced Excel knowledge

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 ( to know more about how we collect use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.