From Naval Leader to CEO: How Patrick Brown Built Unity Communications Into a Global BPO Powerhouse

Patrick Brown stands out in Business Process Outsourcing (BPO). Not just for what he built, but how he's built it. The founder and CEO of Unity Communications, Patrick brings an unexpected blend of grit, global vision, and grounded leadership. 

When Lauren Burke, CEO of Ljs Advisory, reconnected with her former client during a candid conversation, the result reflected leadership, trust, and the value of starting small in business and life. 

From ship decks to startups: The journey to entrepreneurship 

Before founding Unity Communications, Patrick's path looked very different. A Texas native with a background in music, Patrick's career took a sharp turn when he joined the U.S. Navy. That unexpected decision became the foundational training ground for the leadership he practices today. 

One pivotal moment came when he was sent to meet his Navy ship in Japan after two years of training in electronics. "They were making me pull cable out of the ship. And if you've ever pulled cable in a construction yard, it is some of the hardest work. And I had to go into every space where other people were working and interrupt them, turning off their power - I had to figure out a win-win situation. It forced me to be able to negotiate with people I had nothing in common with."

What began as hard labor turned into deep knowledge and, ultimately, leadership. By age 22, Patrick was an IT director, and his lessons learned would follow him into the future: "When I look at business today, at the bottom level where the work is being done, that's where you learn." That formative Navy experience - learning every inch of the ship through gritty, hands-on work - laid the groundwork for Unity's obsession with operational excellence. "I knew that ship better than anybody. I knew where to repair everything and wouldn't if I hadn't done the dirty work." 

Building Unity: A different kind of BPO

Fast-forward to today - Unity Communications is a thriving global BPO. Unity helps businesses streamline non-core functions so they can focus on what they do best. Whether it's insurance verification for a 50-state dental group or order fulfillment for a national furniture brand, Unity builds customized solutions. 

Unlike larger BPOs that launch with 50-person teams and trim down later, Unity starts small, intentionally. "We don't have a cookie-cutter way of doing things. Everything is customized," said Patrick. "We like to build and curate a small team, see what they're capable of, and grow them." Each engagement begins with listening, and often, a recommendation not to proceed if it's not the right fit. "I will only take on accounts I believe would do a good job."

But perhaps the real secret lies in Unity's three-shareholder philosophy. "We don't have investors.  The three shareholders are the client, the agent, and the unity management team. So, we're all in sync." And it shows. From Fortune 500 giants to startups looking to scale, clients stay with Unity because the results speak for themselves, like time saved. 

Where strategy meets culture 

With economic uncertainty looming, more leaders are turning to BPO as a way to stay lean without sacrificing quality. But Patrick sees it as more than just a cost-saving tactic - it's a strategic advantage. "A BPO company will have expertise with the right people in the right countries to help your business grow in a certain way." Take your phone, for example - "Engineers worldwide are working on code. Then, the parts and pieces are assembled in multiple countries. The materials are sourced from different countries. The right BPO company knows how to do that one part that makes your product, so that when you have a finished piece, it is the work of many different organizations. We fit in a lot of those roles."

Unity helps companies focus on what they do best - whether that means skipping unnecessary senior hires or freeing up engineers from admin overload - allowing them to scale sustainability and avoid burnout. But what truly sets Unity apart isn't just the process. It's the people. 

Unlike most BPOs, Unity puts culture at the center of its business strategy. Whether it's a remote worker in the Philippines or a project manager in Mexico, Patrick prioritizes trust and appreciation. He's even DJed the company holiday party himself. "We're doing all the little things that are required in a business today that you don't see, that you don't feel." From ordering screws with the perfect tensile strength to verifying insurance coverage before a patient walks in, Unity's work may be behind the scenes, but its impact is felt across operations. 

Looking back, moving forward 

When asked what he'd tell his day-one self, Patrick laughed. "Buckle up, because you have no idea where this is going to go." He didn't start Unity to build a massive company. He started it to be present for his children. Everything else - the growth, the global team, the client roster - came from following one principle: do what you say you're going to do. And that philosophy still guides Unity Communications today. "If I say I'm going to do something, I do it. Even if I don't make any money - that's why people still pick up the phone when I call." 

If you're wondering whether BPO is right for your business, Patrick's advice is simple: let's talk first. “Go to our website, and my calendar is right there to book a free consultation.” Connect with Patrick and follow their journey on LinkedIn for more insights and stories. In business, like in life, trust and execution are everything. And Unity is building a company that delivers both, one partnership at a time. 

Patrick Brown of Unity Communications sits down with Lauren Burke to discuss his journey from Navy technician to BPO leader