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About Milestone
Milestone Inc. is a leading Digital Experience Software and Services company dedicated to providing comprehensive solutions across all touch points that enhance customer engagement and drive business growth. Milestone mission is to pioneer the distribution and visibility of content with an innovative platform that drives discovery, personalized experiences, and conversions powered by data and AI.  We pride ourselves on our collaborative culture and commitment to excellence in everything we do and are certified Great Place to Work. 


About Role 
Milestone is looking for a highly strategic and operational Delivery Lead to lead our Professional Services organization across Digital Marketing, AI Search, and Digital Experience. This is a General Manager role responsible for driving customer outcomes, operational excellence, profitability, and innovation across multiple service lines.
You will lead multidisciplinary teams spanning Paid Media, Analytics, Technical SEO, Local Search, GEO (Generative Engine Optimization), Schema, Content Strategy, Digital Experience, and Consulting while partnering closely with Customer Success, Product, Engineering, and Sales. This role is ideal for a leader who understands both agency delivery and SaaS-enabled services and can build scalable, AI-first delivery operations.

Key Responsibilities -

Professional Services Leadership:

• Lead multiple professional services practices with accountability for delivery quality, customer outcomes, utilization, profitability, and operational excellence.
• Own resource planning, forecasting, staffing, and capacity management across disciplines.
• Establish scalable delivery methodologies, SOPs, playbooks, governance, and quality standards.
• Drive AI-powered automation to improve productivity, quality, and delivery speed.

Customer Success & Business Growth:

• Partner with Customer Success to improve customer health, retention, adoption, and expansion.
• Participate in executive business reviews and strategic customer engagements.
• Build trusted relationships with enterprise marketing leaders, CMOs, Digital VPs, and business executives.
• Support Sales during solution design, RFPs, pricing, proposals, and executive presentations.
• Identify opportunities for cross-sell, upsell, and new service offerings.

 

Practice Leadership: Oversee delivery across:

• Paid Media & Omnichannel Marketing
• Technical SEO & Enterprise SEO
• Local SEO & Multi-location Marketing
• GEO (Generative Engine Optimization)
• Schema & Structured Data
• AI Search Optimization
• Web Analytics & Attribution
• Conversion Rate Optimization (CRO)
• Digital Experience & Personalization
• Content Strategy & Content Operations
• AI-powered Content Creation
• Consulting & Digital Strategy
• PMO & Delivery Operations

 

AI & Innovation Leadership: 

• Champion AI-first delivery methodologies across all service lines.
• Translate emerging AI Search, LLM, Agentic Search, Entity Optimization, and Structured Data trends into customer strategies.
• Build repeatable AI-enabled consulting frameworks.
• Drive adoption of automation, AI workflows, and internal productivity tools.

 

Operational Excellence: 

• Own delivery governance across quality, timelines, profitability, and customer satisfaction.
• Improve utilization, delivery predictability, and project margins.
• Build dashboards for executive visibility across delivery performance.
• Establish best practices, QA standards, and continuous improvement initiatives.

 

People Leadership:

• Lead managers and multidisciplinary teams across multiple service practices.
• Recruit, mentor, and develop future leaders.
• Create career paths, competency frameworks, certifications, and learning programs.
• Foster a high-performance, customer-first culture focused on accountability and continuous improvement.

Required Experience - 

Leadership

• 15+ years of experience in Digital Marketing, Agency Services, Professional Services, or Digital Consulting.
• 7+ years leading multidisciplinary delivery organizations.
• Experience managing large enterprise customers across multiple industries.
• Experience leading managers and cross-functional delivery teams.

 

Functional Expertise : Strong working knowledge of:

• Paid Media (Google Ads, Meta, Programmatic)
• Omnichannel Marketing
• Enterprise Analytics (GA4, Adobe Analytics, Looker, Power BI)
• Technical SEO
• Local SEO
• Schema & Structured Data
• GEO (Generative Engine Optimization)
• AI Search Optimization
• Content Marketing & Content Operations
• Conversion Rate Optimization (CRO)
• Website Strategy & Digital Experience
• Personalization
• Marketing Automation
• Enterprise CMS platforms

 

Business & Commercial Skills -

• Professional Services financial management
• Revenue forecasting and delivery planning
• Margin optimization
• Executive consulting
• Proposal development
• Statement of Work (SOW) creation
• Pricing strategy
• Executive communication
• Enterprise account growth

 

Success Metrics -

Customer 

• Gross Revenue Retention (GRR) 
• Net Revenue Retention (NRR) 
• Customer Health Score 
• CSAT 
• NPS 
• Executive relationship strength 

 

Financial 

• Professional Services revenue growth 
• Delivery margins 
• Utilization 
• Billable efficiency 
• Project profitability 

 

Delivery 

• On-time delivery 
• Delivery quality 
• SLA adherence 
• Project success rate 
• Quality and rework metrics 

 

Growth 

• Expansion revenue 
• Cross-sell and upsell contribution 
• Consulting-led opportunities 
• New service adoption 

 

Operations 

• Resource utilization 
• Delivery automation 
• AI adoption across services 
• Process maturity 
• Operational efficiency 

 

People 

• Employee engagement 
• Leadership development 
• Internal promotions 
• Team retention 
• Skill development and certifications

 

Ideal Candidate
The successful candidate combines the mindset of:

• A General Manager
• A Professional Services Leader
• A Digital Marketing Strategist
• An AI-first Operator
• A Customer Success Executive
• A Delivery Excellence Leader

They understand agency operations, enterprise consulting, digital marketing, AI Search, analytics, content, and customer transformation. Most importantly, they know how to bring these disciplines together into a scalable, profitable Professional Services organization that consistently delivers measurable customer outcomes.

This role is intentionally designed as a General Manager of Professional Services, not a functional specialist. The expectation is that the leader can challenge experts in Paid Media, Analytics, SEO, Local, GEO, Schema, Content, and Digital Experience while building a world-class delivery organization focused on customer outcomes, profitability, and AI-driven innovation. The ideal candidate is not expected to be the deepest technical expert in every discipline but must understand how these capabilities work together to drive measurable business outcomes.

 

What We Offer

• Competitive salary and performance-based incentives. 
• Comprehensive benefits package. 
• Opportunity to work in a collaborative and innovative environment. 
• Career growth and professional development opportunities.
• A chance to be part of a global team that makes a significant impact in the industry. 

 

Why Milestone
Founder Led, Award Winning Platform, Engaging Culture.