Director, Consumer Care

Director, Consumer CareAt 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. Today, Revlon resiliently continues its legacy as a leading global beauty company. Our diverse portfoliowhich consists of some of the world's most iconic brands and product offerings in color cosmetics, skincare, hair color & care, personal care, and fragrancesis 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.Job OverviewAt 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 channelsensuring 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.ResponsibilitiesLead 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 resolutionEstablish and deliver against service level, quality, consumer satisfaction, and cost targetsServe as the senior escalation point for complex, sensitive, or high?risk consumer issuesDrive 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 teamsOptimize cost?to?serve while protecting a brand?appropriate, human consumer experienceEnsure regulatory reporting, documentation, and process compliance are embedded into daily operationsBuild 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 solutionsStandardize and document policies, procedures, and workflows to support automation, AI, and agentic service scenariosDesign and govern an effective knowledge management operating model to ensure accuracy, usability, and adoptionPartner, 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 improvementLead governance with BPOs and service technology partnersCollaborate cross?functionally with IT, Supply Chain, Quality, R&D, Marketing, Legal, and Finance to resolve systemic issues and prevent repeat consumer pain pointsEnsure teams are prepared for launches, policy changes, recalls, and incidents through strong training and readiness practicesWho You AreYou'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.Qualifications10+ years of leadership experience in consumer care, customer operations, or contact center environmentsProven success leading multi?channel service operations at scaleExperience working closely with product, quality, or regulated environments where consumer safety and compliance are criticalStrong expertise in workforce management, quality, productivity, and operational governanceExperience leading transformation initiatives and partnering closely with IT and external vendorsDemonstrated ability to use data and insights to drive decisions and continuous improvementBachelor's degree or equivalent experience required; advanced degree a plusWillingness to travel regularly to Oxford, NC, where the primary Consumer Care team is locatedNot 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.