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

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 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 customer's 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. You'll 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. There's no established playbook yet — you'll help create it. We're 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 Amazon's standards for speed, accuracy, and customer experience.
• Use data to prioritize. You can't 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 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 Amazon's 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 retail's 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.

Qualifications

• 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.
• Bachelor's 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, prioritising the highest-impact work without a fully defined playbook.
• Advanced Excel knowledge.