The posting
Program Manager, Instore Experience (ISX), Reverse Logistic Services (RLS)Job ID: 10541583 | Amazon EU SarlDescriptionReverse Logistics Services (RLS) exists to make returns effortless and reliable for every Amazon customer — no matter which store or partner they walk into. In France, we deliver that experience across more than 15,000 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 Regional Program Manager, France owns the quality and consistency of that experience across the whole French 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 France 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 France, 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 for France 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 France 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 French market and feed your field insights into the monthly ISX reporting that informs strategy.A day in the lifeYou start the week by reviewing performance data for France 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 French 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 teamReverse 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.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 <a href="http://Amazon.com" target="_blank" rel="nofollow">Amazon.com</a> Inc. in USA. Your recruiting team will share final salary and any restricted stock unit scheme if applicable, depending on skills and requirements. Basic Qualifications- Bachelor's degree- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL- Experience in program or project management- Experience working cross functionally with tech and non-tech teams- Experience in defining and implementing process improvement initiatives using data and metrics- Experience defining program requirements and using data and metrics to determine improvementsPreferred Qualifications- Experience in driving end to end delivery, and communicating results to senior leadership- Experience leading process improvements- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization- Experience building processes, project management, and schedulesAmazon 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. 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