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 in Italy across ~17,000 partner and carrier locations, ensuring returns are fast, easy, and reliable for customers 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 identify the locations and partners falling furthest behind and concentrate your effort where it improves the customer experience most.
Drive measurable improvement on the metrics that define a great returns experience: how fast customers are served, how reliably returns are processed, customer satisfaction, and site readiness.
Deploy network-wide improvements. Lead the rollout of scalable programs that raise the standard across the entire Italian network, including in-store signage and wayfinding, store supplies and replenishment, associate support and training, and returns-processing tools , using your field insight to prioritize and adapt them for the market.
Shape strategy from the field. Turn on-the-ground observations into recommendations that influence how EU-wide returns standards, mechanisms, and programs are designed, ensuring the field perspective is built in from the start.
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 partners, the Transportation team for carriers) when issues need to be escalated to a partner's leadership.
Build the foundation. As a founding team member, help shape how the EU field team audits, coaches, and reports, adapting proven practices from the North America team to the Italian market and feed your field insights into the monthly ISX reporting that informs strategy.
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 - 52,400 euros gross annually.
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.
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
