Director, Consumer Care

Revlon Corporate • Kenilworth, NJ

4d • $140,000 - $160,000 • Hybrid

About The Position

At Revlon, we create beauty innovations for everyone that inspire confidence and ignite joy every day.
Breaking beauty boundaries is in our company’s DNA. Since its game-changing launch of the first opaque nail enamel in 1932 (and later, the first long-wear foundation), Revlon has provided consumers with high-quality product innovation, performance, and sophisticated glamour. Elizabeth Arden made waves as a woman-led beauty company in the 1920s. In 1931, Almay became the original hypoallergenic, fragrance-free beauty brand.
Today, Revlon resiliently continues its legacy as a leading global beauty company. Our diverse portfolio—which consists of some of the world’s most iconic brands and product offerings in color cosmetics, skincare, hair color & care, personal care, and fragrances—is sold around the world through prestige, professional, mass, and direct-to-consumer retail channels. These brands include Revlon, Revlon Professional, Elizabeth Arden, Almay, American Crew, CND, Cutex, Mitchum, Sinful Colors, Creme of Nature, Christina Aguilera, John Varvatos, Juicy Couture, Ed Hardy and more.
We honor our heritage, embrace change, and applaud diversity. We champion our employees and celebrate our consumers.
We are Revlon, together, transforming beauty.
This role is a Hybrid Role: Employees are expected to work from our Kenilworth, NJ office, 3 days per week and may work remotely the remaining days
Location: NJ (Hybrid); regular travel to Oxford NC required
Reports to: VP, Corporate Communications & Affairs
Job Overview
At Revlon, the consumer experience is a direct reflection of our brands. The Director, Consumer Care leads the delivery of high‑quality, cost‑effective consumer support across channels—ensuring every interaction reinforces trust, safety, and brand confidence. This senior, hands‑on role will be co-located in New Jersey, partnering closely with Product and Quality teams while maintaining a strong on‑the‑ground presence with the Consumer Care organization based in Oxford, North Carolina, ensuring issues are resolved quickly, safely, and with the consumer at the center.

Requirements

• 10+ years of leadership experience in consumer care, customer operations, or contact center environments
• Proven success leading multi‑channel service operations at scale
• Experience working closely with product, quality, or regulated environments where consumer safety and compliance are critical
• Strong expertise in workforce management, quality, productivity, and operational governance
• Experience leading transformation initiatives and partnering closely with IT and external vendors
• Demonstrated ability to use data and insights to drive decisions and continuous improvement
• Bachelor’s degree or equivalent experience required
• Willingness to travel regularly to Oxford, NC, where the primary Consumer Care team is located
• Revlon is unable to sponsor or transfer employment visas for this role; candidates must be legally authorized to work in the United States without current or future visa support.

Nice To Haves

• Advanced degree a plus

Responsibilities

• Lead End‑to‑End Consumer Care Operations
• Own global Consumer Care operations across phone, email, chat, and social channels (as appropriate)
• Maintain regular on‑site engagement with the Consumer Care team in Oxford, NC to support execution, leadership presence, and issue resolution
• Establish and deliver against service level, quality, consumer satisfaction, and cost targets
• Serve as the senior escalation point for complex, sensitive, or high‑risk consumer issues
• Drive Operational Excellence & Governance
• Lead workforce planning, capacity strategy, and staffing models across in‑house and outsourced teams
• Optimize cost‑to‑serve while protecting a brand‑appropriate, human consumer experience
• Ensure regulatory reporting, documentation, and process compliance are embedded into daily operations
• Build Future‑Ready Capabilities
• Partner closely with IT to define and implement the Consumer Care technology ecosystem, including CRM, case management, workforce management, knowledge management, and AI‑enabled solutions
• Standardize and document policies, procedures, and workflows to support automation, AI, and agentic service scenarios
• Design and govern an effective knowledge management operating model to ensure accuracy, usability, and adoption
• Partner, Influence & Enable the Organization
• Work in close partnership with R&D and Quality teams to support product safety, investigations, recalls, and continuous improvement
• Lead governance with BPOs and service technology partners
• Collaborate cross‑functionally with IT, Supply Chain, Quality, R&D, Marketing, Legal, and Finance to resolve systemic issues and prevent repeat consumer pain points
• Ensure teams are prepared for launches, policy changes, recalls, and incidents through strong training and readiness practices

Benefits

• Employees (and their families) are eligible for medical, dental, and vision benefits.
• Employees are covered by the company-paid basic life insurance policy and company-paid short-term disability insurance (the benefit commences upon hire and allows for a portion of base salary for up to 26 weeks if you are disabled).
• Other benefits offered to employees include but are not limited to the following: long-term disability, supplemental life insurances, flexible spending accounts, critical illness insurance, group legal, identity theft protection, etc.
• Employees are also able to enroll in our 401k Retirement Savings Plan.
• Employees will also receive 3 weeks of vacation, pro-rated based on date of hire for the 1st year of employment and twelve paid holidays throughout the calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees