Epiq is thrilled to welcome Tom Doherty as our new Director of Strategic Operations, bringing over 30 years of experience leading outsourcing and operations teams across the US, Canada, and globally. 

A true “people-first” leader, Tom’s career spans industries including legal, technology, finance, hospitality, insurance, and government. He has consistently delivered measurable results through high-performing teams and client partnerships. Known for his energy, empathy, and focus on operational excellence, Tom believes that great service begins with great people. 

Holding a Six Sigma Green Belt and having led optimization projects that saved clients over US$180K, Tom blends a passion for people with a proven ability to enhance process and performance. His leadership philosophy, People + Process + Technology = Success, is a natural fit for Epiq, supporting a mission to elevate client service through innovation, consistency, and care. 

Below, Tom details his approach to empowering teams, optimizing operations, and cultivating a people-first culture that delivers lasting client success. 

Q: You often describe yourself as a “people over everything” leader. How has that philosophy shaped your approach to building high-performing teams and maintaining excellence in client service? 

Tom: Throughout my career, I’ve relied on a simple but powerful formula: People + Process + Technology = Success. It always starts with people. When you communicate openly, empower individuals, and recognize great work, they naturally deliver exceptional service. That kind of engagement doesn’t just create satisfied clients; it creates raving fans. 

Q: You’ve led outsourcing and operations teams across many industries; legal, technology, finance, and more. What lessons have you learned about delivering consistent, high-quality service in such diverse and evolving environments? 

Tom: The best thing about working across so many verticals is that it fills your “toolbox” with different approaches and perspectives. Each industry teaches you something new about service delivery, change management, and resilience. When clients face challenges, whether that’s adopting new technology or navigating unique global events, they value a partner who brings broad experience and guides them with confidence and agility. 

Q: Epiq emphasizes the balance of People, Process, and Technology in transforming client operations. How do you bring these elements together to create measurable impact and accelerate outcomes? 

Tom: I’ve believed in that philosophy for over 25 years because it simply works. Take care of your people, focus on improving processes, not blaming people, and apply the right technology to make everything flow better. 

At one client site, turnover was extremely high in the first few weeks of employment. The assumption was that it was a “market issue.” But after mapping the onboarding process, we discovered major communication gaps and unclear direction. By fixing those process issues, retention increased by over forty percent, and that model became the standard for all suppliers. That’s real, measurable impact driven by the right balance of people, process, and technology. 

Q: You hold a Six Sigma Green Belt and deliver tangible cost savings through process optimization. How does that mindset translate into better client outcomes? 

Tom: Six Sigma is most powerful when applied thoughtfully. It’s not about overengineering every task; it’s about focusing on areas where improvement drives true value. Using tools like a Continuous Improvement Plan (CIP) help track progress, identify roadblocks, and communicate wins clearly. Clients appreciate that transparency and data-driven approach. It shows that you’re not just managing work; you’re constantly improving it. 

Q: In today’s environment, elevating customer service means more than meeting SLAs, it’s about building trust and partnership. What does exceptional service look like to you? 

Tom: Exceptional service happens when clients feel personally connected to the people supporting them. I love creating “raving fans” among both staff and clients. When our teams feel valued and understood, they naturally extend that same care outward. Communicating the why behind SLAs and KPIs helps employees see how their work creates value; it turns checklists into purpose. 

Q: You’ve been described as both a “people’s champion” and a results-driven operator. As you step into your role at Epiq, what’s your vision for advancing the Epiq service delivery model and continuing to raise the bar for clients? 

Tom: My approach centers around what I call a culture of continuous care and connection. That means supporting our people not only during their workday, but as whole individuals. When employees feel seen, supported, and connected to their own “why,” they bring their best selves to work, and that energy shows up in the service we deliver. 

At Epiq, I want to build on our strengths and help teams grow in ways that sustain excellence long-term. When we lead with empathy and empower our people, our clients experience that same level of care and consistency every day. 

Closing Thought 

Tom Doherty’s arrival marks an exciting chapter for Epiq operations leadership. With his people-first mindset, proven record of process improvement, and passion for service excellence, Tom will play a pivotal role in continuing to elevate how Epiq delivers value, innovation, and partnership to clients worldwide.