{"id":3440760,"url":"https://alion.io/job/ibm-project-manager-adm-cs-pm","title":"Project Manager - ADM (CS PM)","company":{"id":86,"name":"IBM","domain":"ibm.com","url":"https://alion.io/company/ibm","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"IBM Careers","truth_index":{"grade":"A","score":100,"open_postings":37,"ghost_share":0,"stale_share":0.135,"repost_share":0.054,"time_to_fill_p50_days":15,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seoul, South Korea"],"countries":["KR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":151000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6904},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"CAPA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-29T05:50:50Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-02T22:13:09Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. As a CS PMO, you will manage contact center operational performance across multiple business lines (a number of online store channels), outsourced contact center vendors, and support AI Transformation (AX) initiatives.\nContact Center Operations and Performance Management: Monitor inbound/outbound operations, KPIs and SLAs (service level, answer rate, AHT, FCR, CSAT) across multiple business lines; analyze performance trends and prepare regular reports for client management.\nSUBK Governance: subk agent ‘s operational quality, staffing, and compliance; drive corrective actions and performance improvement.\nVOC and Issue Management: Analyze VOC trends, coordinate responses to customer complaints and escalated issues in near real time, identify root causes, and drive corrective and preventive actions.\nStakeholder and Project Coordination: Collaborate with Samsung stakeholders, IBM internal teams, and vendors to resolve operational issues and ensure timely communication and follow-up; manage operational projects such as outbound campaigns.\nCS Systems and AI Transformation (AX) Support: Define requirements and coordinate changes for CS systems (CTI, consultation, and recording systems); identify opportunities to apply AI and automation (e.g., STT,AI Agent, VOC analytics), coordinate AX initiatives, and monitor their impact on productivity and service quality.\nProcess Improvement and Governance: Drive process standardization and ensure compliance with service quality, privacy, and information security requirements (e.g., ISMS-P), including audit response.\n8+ years of experience in contact center operations, CX, or customer service management\nProven experience managing contact center KPIs/SLAs and quality management frameworks (QA, FCR, CSAT)\nExperience managing or coordinating contact center operations with outsourced vendors\nData analysis skills to extract and analyze operational metrics (Excel, SQL)\nStrong reporting and communication skills for client management\nExperience in AI-based customer service projects (chatbot, voicebot, AI contact center)\nE-commerce customer service experience\nProject management or data certification Korea, Republic of Project Management Hybrid Professional Seoul, KR Seoul (0079) IBM Korea, Inc. Agile Methodologies Business Requirements Communication Cross-functional Team Leadership Maintenance Management Project Management Project Planning Effective communication Project Management Information Systems Resource Allocation Project Management Methodologies Service Management","description_format":"text","description_chars":3204,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Quantum Science & Computing","Servers & Data Center Hardware","Quantum Computing Hardware"],"lifecycle":[{"event":"open","at":"2026-10-29T05:50:50Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":15,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/ibm-project-manager-adm-cs-pm","json_url":"https://alion.io/job/ibm-project-manager-adm-cs-pm.json","meta":{"generated_at":"2026-11-02T22:38:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31831,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":86},"rest":"https://alion.io/mcp/rest/get_company?id=86"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fibm-project-manager-adm-cs-pm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fibm-project-manager-adm-cs-pm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fibm-project-manager-adm-cs-pm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ibm-project-manager-adm-cs-pm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fibm-project-manager-adm-cs-pm"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3440760}},{"tool":"search_jobs","arguments":{"company":"ibm.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3440760},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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