Director, Consumer Care

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.

Responsibilities

Lead End‑to‑End Consumer Care Operations
You set the tone for excellence across every consumer touchpoint, balancing performance, empathy, and brand integrity.

• 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
You build strong operating rhythms that ensure consistency, accountability, and compliance at scale.

• 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
You modernize Consumer Care to be resilient, scalable, and technology‑enabled.

• 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
You connect the voice of the consumer to meaningful action across the enterprise.

• 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

Who You Are

You’re a seasoned consumer operations leader who blends operational rigor with curiosity and care. You value being close to the work and the teams delivering it, while also partnering deeply with R&D and Quality to ensure consumer safety and trust. You bring a systems mindset, steady leadership under pressure, and the ability to translate consumer insights into scalable solutions. Comfortable operating in complexity, you influence across a matrixed, global organization and lead with clarity, accountability, and respect.

Qualifications

• 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; advanced degree a plus
• Willingness to travel regularly to Oxford, NC, where the primary Consumer Care team is located

Not sure if you meet every single requirement? That’s okay! We encourage you to apply anyway. We’re looking for passionate, creative minds who are excited to shape the future of beauty marketing.

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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.

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The base pay range for this position is $140,000.00 - $160,000.00; however base pay offered may vary depending on skills, experience, job-related knowledge, and geographic location. Certain positions may also be eligible for short-term incentives as part of total compensation.

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 4 weeks of vacation, pro-rated based on date of hire for the 1st year of employment and twelve paid holidays throughout the calendar year. Vacation will depend on role.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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