Delivery Lead – Professional Services (Digital Marketing & AI Search)

Center of Excellence (COE)

Delivery Lead – Professional Services (Digital Marketing & AI Search)

Full-Time 15+ years

Delivery Lead – Professional Services (Digital Marketing & AI Search)

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 D