Baird & Warner Named New Chief Operating Officer
The Chicago-based firm tapped a former UPS Store executive to lead its operational strategy and agent support.
Updated on Oct. 7, 2026 in People
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Baird & Warner has appointed Sarah Casalan as its new chief operating officer. Casalan, who previously served as president of The UPS Store, Inc., is tasked with overseeing the firm's operational strategy and enhancing the experience for agents and clients.
Why it matters
The hire signals a focus on scaling agent support and business foundations for the 170-year-old firm. By bringing in leadership from a high-volume franchise model, the company aims to refine its internal implementation processes.
The firm draws on experience from The UPS Store, which maintains a network of 5,500 locations and 3,900 franchise owners. This leadership transition follows a 170-year history of operations for the Chicago-based firm.
The players
Sarah Casalan
The new chief operating officer who formerly led The UPS Store, Inc. as president.
Baird & Warner
A Chicago-based real estate firm that has maintained operations for more than 170 years.
The UPS Store, Inc.
A retail logistics and business services provider with a network of more than 5,500 locations.
The details
Casalan will work directly with leadership to manage operational strategy and firm-wide implementation. Her role focuses on elevating the day-to-day experience for office leaders, agents, and clients by tightening internal support structures. The firm plans to build upon its established business foundation to improve efficiency for its workforce.
Timeline
The appointment was announced on October 7, 2026.
Market Landscape
This hire follows a broader industry pattern of brokerages recruiting executives from high-volume retail models to modernize and centralize operational support. It marks a push to improve agent-facing systems within a long-standing firm.
Operators should monitor whether the firm shifts toward more standardized, franchise-style service models under new leadership. Watching these operational changes can provide a template for scaling internal support systems in independent brokerages.
The takeaway
The move underscores the growing value of cross-industry executive experience in optimizing real estate brokerage support. Keep a close watch on the firm's future agent-retention metrics as a signal of the new COO's operational success.
Further reading
For more updates on professional shifts in the region, visit People.
Source note: This article includes information reported by Chicago Agent Magazine.
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