Charles Thomas serves as the Chief Operating Officer of Dominion Outsourcing, bringing extensive operational mastery and strategic leadership to the firm. As a co-founder of Dominion Outsourcing, he was instrumental in building the company from its foundation, establishing a legacy of operational excellence and strict compliance that underpins the company's current success. His expertise ensures Dominion Outsourcing service delivery is optimized, compliant, and consistently client-focused, handling everything from high-volume contact center operations to complex financial compliance.

Operational Command and Founding Role

Charles played a pivotal role in building the company's initial infrastructure, transforming it into a trusted leader in healthcare, Durable Medical Equipment (DME), and contact center outsourcing. His deep knowledge of process design and execution has been key to establishing robust, highly efficient processes that drive measurable results for Dominion's BPO's partners.

His core responsibilities and areas of focus include:

• Client Solutions Architecture: Leading the design and implementation of customized BPO solutions. This involves a deep-dive analysis of client needs to structure operational workflows, technology integration, and human capital deployment for maximum effectiveness and return on investment (ROI).

• Process Optimization & Scalability: Leading operational transformations across all service lines to drive measurable improvements in efficiency, customer experience, and profitability. He focuses on creating systems that can scale rapidly and reliably to meet fluctuating client demands without compromising quality.

• Regulatory Compliance & Quality Assurance: Establishing strict operational protocols and rigorous internal auditing to ensure compliance with complex healthcare and financial regulations (such as HIPAA). This commitment to quality assurance is a fundamental pillar of trust with Apex BPO's client base.

• High-Performance Team Building: Known for building and mentoring high-performing, data-driven teams. He fosters a strong culture of accountability, continuous process innovation, and operational ownership throughout the organization.

Strategic Resilience and Culture of Excellence

As COO, Charles ensures that Dominion Outsourcing delivers solutions precisely tailored to each client’s unique needs, converting the company's operational strength into a sustainable strategic advantage for its partners. He continues to champion the core values of integrity, partnership, and operational excellence, directly influencing the daily execution and long-term sustainability of the business. Charles Thomas is critical in positioning Dominion Outsourcing as a strategic, trusted partner for organizations seeking measurable results and sustainable growth in the BPO sector.

With more than 25 years of proven leadership in operations, client management, and business transformation, this executive has built a career on driving excellence, innovation, and measurable performance across global organizations. Known for combining strategic vision with hands-on operational expertise, they have successfully led teams of over 3,000 employees and managed multimillion-dollar portfolios spanning customer service, technology, and enterprise delivery.

A results-oriented leader, they specialize in optimizing operational performance, advancing digital transformation, and building client partnerships rooted in trust and measurable outcomes. Their leadership approach emphasizes transparency, empowerment, and accountability — fostering cultures that consistently exceed client expectations and operational benchmarks.

Throughout their career, they have delivered transformational results by integrating data-driven decision-making, automation, and continuous improvement methodologies. From deploying AI-enabled training platforms to reimagining workforce strategies, their initiatives have improved efficiency, elevated customer experience, and driven sustained profitability.

Highlights of Impact:

• Operational Excellence: Transformed multiple underperforming sites into high-performing centers of excellence with record-setting quality and productivity.

• Digital Transformation: Championed AI, analytics, and automation programs that streamlined workflows and improved real-time performance visibility.

• Strategic Growth: Partnered with clients to expand portfolios, double program revenue, and deliver scalable, high-value service solutions.

• People Leadership: Built and mentored diverse global teams with a focus on engagement, inclusion, and leadership development.

A visionary and collaborative leader, they continue to elevate organizations through innovation, operational precision, and a deep commitment to people and performance.

A seasoned executive with more than two decades of leadership across healthcare, pharmacy, retail, customer experience, digital transformation, and innovation. Recognized for transforming complex organizations, scaling multi-billion-dollar operations, and architecting strategies that deliver sustainable growth. Brings deep experience spanning C-Suite leadership, national retail operations, enterprise transformation, customer solutions, and large-scale change management.

Currently serving in a C-Suite role at a global customer experience company, leading healthcare strategy, digital transformation, and customer-centric solution design. Oversees enterprise CX strategy across advanced platforms and drives measurable outcomes for major healthcare and retail clients.
With a career spanning major healthcare, retail, and customer-experience organizations, this leader has driven large-scale innovation, growth strategy, and operational transformation across complex enterprises. Experience includes guiding more than 150 innovation pilots, elevating member and customer experience models, advancing enterprise data strategy, and shaping digital marketing, predictive analytics, and omnichannel engagement capabilities. They have overseen diverse, multi-disciplinary operations across commercial and government programs, pharmacy and clinical support services, digital service channels, and global onshore/offshore delivery. Their work has consistently produced measurable improvements in quality, customer satisfaction, operational efficiency, and financial performance.

In addition to corporate leadership, they built and scaled a successful consulting practice advising dozens of clients on healthcare operations, investment strategy, retail technology, remote patient monitoring, AI transformation, and emerging digital ecosystems. Earlier leadership experience within a global pharmacy and retail enterprise included responsibility for high-volume operations, customer-experience innovation, and new-format development. Notable achievements include leading strategy for multi-billion-dollar revenue regions, launching patented store formats, implementing enterprise operational frameworks, modernizing digital and mobile experiences, and deploying prescription delivery and specialty pharmacy programs. Their strengths span enterprise transformation, healthcare and retail innovation, operational excellence, digital enablement, data and predictive analytics strategy, large-scale change leadership, and global BPO management—paired with a reputation for clarity, disciplined execution, and human-centered leadership.