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Meet the members of The UPS Store, Inc. Retail Leadership Team.

Company Leadership

Our retail leadership team maximizes two best-in-class brands with the retail and franchising expertise that The UPS Store, Inc. offers, aligned with UPS and the purpose of moving our world forward by delivering what matters. Through shared vision and strategy, The UPS Store, Inc. and UPS leadership continue to excel in meeting the needs of our retail owners, our customers and our communities.

  • Sarah Casalan Bittle

    Sarah Casalan Bittle


    Sarah is the president of The UPS Store, Inc. Before joining the company in October 2021, Sarah served as vice president of stores with Crate and Barrel where she helped accelerate the company’s omni-channel and store fulfillment capabilities, helping shape the company’s focus on strategy, in-store customer experience and culture. Sarah has achieved brand growth results in previous roles with iconic retailers J.Crew and Club Monaco (Polo Ralph Lauren), and has experience in warehousing, distribution and customer service for other retail organizations. Originally from the Northeast, Sarah earned her bachelor’s degree in Marketing from Providence College.

  • Brett Battes

    Brett Battes

    Senior Vice President of Operations

    Brett joined The UPS Store, Inc., in October 2022 as the senior vice president of operations. Prior to joining The UPS Store, Brett spent over 20 years holding numerous leadership roles in both the US and Canada markets with Starbucks, including regional vice president of operations and vice president operations services. In Canada, he guided an operational and cultural transformation in Toronto, tested and led the implementation of Mobile Order and Pay, and opened several high-profile new concept stores. In the US, Brett led teams that operationalized key programs and initiatives for the US business and drove significant business growth through a focus on operational excellence and the customer experience. Brett earned his bachelor’s degree in hotel and restaurant management from New Hampshire College.

  • Randy Bennett

    Randy Bennett

    Vice President of Customer Experience

    Randy began his career with UPS in 1991 as a marketing analyst. In 1993, he was promoted to marketing manager and from there, held a variety of marketing positions throughout Southern California and along the West Coast. He joined The UPS Store, Inc. in 2011 as a product development manager, and in 2015, accepted a lateral rotation to franchise development where he led both real estate development and traditional franchise development. Randy was promoted to vice president of product development and print services in 2019 where he led a number of new product launches and in 2021, he became vice president of customer experience. Randy attended Northwestern University and earned bachelor’s degrees in economics and German as well as a master’s degree in transportation.

  • Steve Chambers

    Steve Chambers

    Vice President of Retail and Business Development

    Steve joined The UPS Store, Inc. in 2003 as a retail consultant. In 2010, he made a rotation to support the company’s non-traditional location development. Steve was promoted in 2014 to sales manager where he led both traditional and non-traditional sales. Throughout his tenure in franchise development, he was instrumental in overseeing the re-engineering of the store-in-store program. In 2019, Steve became vice president of retail and business development. Steve is a member of the United Way of San Diego’s Emerging Leaders Advisory Board. He holds a bachelor’s degree in liberal arts from West Virginia University as well as master’s degree in business administration from National Louis University in Chicago.

  • Bryan Clements

    Bryan Clements

    Managing Attorney

    Bryan joined The UPS Store, Inc. in August 2015 as managing attorney after spending several years in private practice focusing on franchise, distribution and corporate law. He has represented many franchisor clients in a wide array of industries, providing legal advice on topics including franchise development and registration, sales, renewals and terminations, contract negotiations, retail development, corporate reorganization and more. Prior to becoming an attorney, Bryan worked as a film scoring technician for Sony Pictures and as owner and operator of a small sound production company serving the entertainment industry. His experience as a small business owner himself helps him understand the needs and point of view of franchisees and other entrepreneurs. Bryan earned his Juris Doctor degree from Southwestern Law School, graduating cum laude from its prestigious two-year SCALE program. He attended Baylor University and earned a bachelor’s degree in business administration from California State University, Northridge. An accomplished writer, Bryan has authored several articles on franchise law and beer distribution law.

  • Man in suit standing in front of office building

    Jamie Cunningham

    Vice President of Solutions
    Vice President of Project Management Office and Strategy

    Jamie began his UPS career in 1995 in Toledo, Ohio. In 2006, he relocated to Atlanta and spent 14 years as part of the customer solutions team managing customer engagements that included consulting on supply chain optimization and developing custom operating plans for UPS's largest customers. Throughout his career, Jamie has led numerous special projects, including improvements to UPS air and ground delivery service, peak season operations, and seven day network operations. Jamie attended the University of Cincinnati, University of Toledo and Wayne State where he obtained a bachelor's degree with a concentration in marketing. 

  • Herb Garrett

    Herb Garrett

    Vice President of Human Resources and Training

    Herb joined The UPS Store, Inc. in August 2019 as vice president of human resources and training. Herb began his UPS career in 1994 in Las Vegas and since 2000, has served in various human resources and operations management positions. Prior to joining The UPS Store, he was district director of human resources in Northern California. While in Northern California, Herb was chairman of the Oakland Workforce Development Board and a board member of the Oakland Boys and Girls Club. An armed forces veteran, he served 21 years in the United States Air Force. Herb holds a dual master’s degree in management, and human resources management, and a bachelor’s degree in business administration from University of Phoenix.

  • Headshot of Vice President of Finance Jake Hearron

    Jake Hearron

    Vice President of Finance

    Jake began his UPS career in 1993 in Omaha, Nebraska while attending college, and upon graduation was promoted and relocated to Atlanta as a corporate internal auditor. Over the next 10 years, he worked in various domestic finance & accounting positions in Chicago and Indianapolis. In 2008, Jake moved to Miami and held numerous positions overseeing international finances for the Americas region. In 2018, Jake moved back to Atlanta as the emerging markets controller coordinator. In 2019, Jake moved into the ZBB director of finance position before accepting his next role as the marketing director of finance in 2020. In 2021, Jake was promoted to vice president of finance supporting UPS marketing and The UPS Store. Jake has an accounting degree from the University of Nebraska at Omaha.

  • Headshot image of Don Higginson standing outside of The UPS Store headquarters

    Don Higginson

    Senior Vice President of Franchise Relations

    Don joined The UPS Store, Inc. in 1982 and has held several positions within the company, including corporate counsel, senior franchise counsel and executive director of franchise relations. He was promoted to vice president of franchise services in November 1997 and to senior vice president in June 1999. Don was elected to the Poway (San Diego County) City Council in 1986, and was elected mayor in 1992 and again in 2010. He holds a bachelor’s degree in political science from Brigham Young University and earned a Juris Doctorate degree from Thomas Jefferson Law School in San Diego. Don also serves on the franchise relations committee of the International Franchise Association.

  • Efrain Inzunza

    Efrain Inzunza

    Senior Vice President of Strategy and Transformation

    Efrain joined The UPS Store, Inc. in May 2003 as vice president of industrial engineering. In February 2013, he was appointed regional vice president overseeing the West region. In September 2015, he was chosen to head a newly created engineering department that includes industrial engineering, project management, business information and analysis and their respective workgroups. Efrain began his career with UPS as a part-time package-car loader and transitioned to industrial engineering where he served in package, hub and air operations. He later moved to UPS’s central New Jersey district as industrial engineering manager and then worked as a project manager with UPS retail services in Atlanta. He holds a bachelor’s degree in business with a concentration in accounting from California State University at Fullerton.

  • Eric Maida

    Eric Maida

    Regional Vice President

    Eric joined The UPS Store, Inc. in March 2013 as a regional vice president overseeing the East region. He started with UPS in 1984 as a package unloader in the Metro New York district and has held multiple positions including east region business planning manager, Metro New Jersey district controller and most recently, director of finance of New Jersey. Since 2010, Eric has also served as a board member for the United Way of Hudson County in New Jersey. He earned a bachelor’s degree in accounting from St. John’s University, as well as a master’s degree in finance from Dowling College.

  • Sean O'Neal

    Sean O'Neal

    Vice President of Retail Operations

    Sean joined The UPS Store, Inc. in 2010 as a retail consultant overseeing the East region. In 2015, he was promoted to operations manager, leading a team of retail consultants, with oversight of both corporate-owned and area franchisee-owned territories. In October 2019, Sean took on a six month special assignment as the acting regional vice president for the Central region and in July 2020, was promoted to regional vice president of corporate-owned territories. In January 2021, Sean was appointed vice president of retail operations. He holds a bachelor’s degree in communications as well as an MBA from Seton Hall University.

  • Elizabeth Orden - Regional Vice President

    Elizabeth Orden

    Regional Vice President

    Elizabeth joined The UPS Store, Inc. in 1999 and has held numerous positions within the company including training supervisor, retail consultant and West region operations manager. In January 2017, she was promoted to regional vice president for the West region.

    Elizabeth holds a bachelor’s degree from Western Washington University and in 2016 earned Certified Franchise Executive designation from the International Franchise Association.

  • William Smith

    William Smith

    Senior Director of IT Operations

    William joined The UPS Store, Inc. in early 2020. Prior to that, he was the chief architect and one of three founding partners of iShip, Inc., a UPS subsidiary in Bellevue, Wash, where he helped launch iShip’s internet shipping platform in 1997. iShip, Inc. was acquired by UPS in May 2001, and since then, William has been responsible for managing the development of solutions, systems architecture, and technical roadmaps for a number of products and services within Customer Solutions, iShip, and ConnectShip. He holds a bachelor’s degree in industrial and operations engineering from the University of Michigan, and a master’s degree in industrial engineering from Virginia Tech. William is active in his community through his involvement with various United Way-sponsored organizations, such as Hopelink Place in Bellevue, Wash.

  • Michelle (Cervantez) Van Slyke

    Michelle (Cervantez) Van Slyke

    Senior Vice President of Marketing and Sales

    Michelle joined The UPS Store, Inc., in November 2010 as vice president of marketing. After joining the company, Michelle led a brand repositioning to focus on better serving the core customer of The UPS Store, small business owners. Most recently, she spearheaded the transformation of The UPS Store retail environment with the launch of a new and modern store design, an effort that included the most consumer insight and retail owner input of any design over the last 40 years.

    Prior to joining The UPS Store, Michelle held various leadership roles for Ford Motor Company, including in customer service, product development, strategy, sales, marketing and advertising. She served as a vice president for Jaguar North America, Mercedes-Benz USA and Hyundai Motor America.

    She also held senior leadership positions at Jacuzzi Group Worldwide and Raley’s Supermarkets. Michelle completed executive education programs at Duke Fuqua School of Business and Emory Goizueta Business School, and earned a bachelor’s degree from the University of Southern California as well as an MBA from the University of Notre Dame.

  • Eileen Webb

    Eileen Webb

    Vice President of Product Development and Print Services

    Eileen joined The UPS Store, Inc., in March 2004 in the image and compliance department. In 2010, she was promoted to industrial engineering manager. In 2015, Eileen accepted a rotational assignment as the product development manager where she oversaw the deployment of the mobile shipping and returns programs and played an integral role in the development and deployment of the new minimum packaging guidelines. In 2018, she rejoined the industrial engineering/business information analysis (BIA) team and led the organization’s advancement of data analysis with the deployment of the first corporate-wide business analytics solution. Eileen earned a Bachelor of Science degree with a concentration in small business management and entrepreneurship and a Master of Business Administration degree from the University of Phoenix. She holds a Certified Franchise Executive Designation from the International Franchise Association.

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