Martin Chapman

Led global repair initiatives across the US, Canada, Japan, and Europe, and provided direction to Patagonia’s teams in Argentina, Chile, Australia, Korea, and China. Focused on sustainability and customer education, integrating advanced technologies to optimize repair processes and data management.

• Developed and implemented retail in-store repair stations, utilizing Microsoft D365 and mPOS for seamless repair management, customer transactions, and inventory tracking.
• Designed and rolled out Repair Certification Programs, ensuring technician expertise and quality across regions, with D365 tracking for training progress.
• Created and managed Repair Warranty Policies and processes, ensuring clear, consistent warranty handling with D365 integration for tracking and reporting.
• Established a Repair Reason Database and reporting system using Snowflake, Tableau, and Power BI, providing data-driven insights to inform product improvements and customer service strategies.
• Streamlined repair intake and data capturing processes, using D365 for efficient management of customer data, repair tracking, and inventory.
• Developed Customer Engagement Training Guides to educate staff and customers on the environmental benefits of repair services.
• Designed and managed Mobile Repair Carts and Vehicles for on-the-go repairs and educational events, tracked via D365 for event and repair management.

Leveraged data analytics and digital tools to drive efficiency, sustainability, and customer satisfaction across global repair operations, strengthening Patagonia's sustainability efforts, reducing product waste, and promoting a circular economy model in the apparel industry.

• Promoted to lead Patagonia’s in-factory Quality Assurance program worldwide, addressing the diverse needs of a global manufacturing network.
• Directed the development and maintenance of a reliable field inspection system across all manufacturing locations, ensuring consistent quality standards globally.
• Co-developed and independently sustained QA methods and standards for Patagonia’s product manufacturing processes.
• Spearheaded the co-development and implementation of the Finished Goods Audit program, enabling factory auditors to maintain Patagonia’s high-quality benchmarks, and effectively communicate findings to product development and production teams.
• Acted as the primary liaison between Reno Quality Control and Ventura Headquarters, ensuring the timely resolution of quality issues with Contract Managers and cross-functional teams.
• Oversaw quality control databases, generated inspection reports, and drove data-based decisions for continuous improvement.
• Played a critical role in enhancing finished goods quality within Patagonia’s expanding and diversified sourcing profile.
• Managed a multi-million-dollar budget, optimizing resources to maintain cost efficiency, without compromising quality.

• Promoted to lead global in-factory quality auditing, ensuring adherence to Patagonia’s rigorous standards across all manufacturing locations.
• Designed and maintained a reliable field inspection system for worldwide factories, fostering consistent quality assurance.
• Co-developed and independently managed a quality audit program, methods, and tools, equipping factory auditors to maintain high-quality benchmarks and effectively communicate findings to product development and production teams.
• Served as the primary liaison between Patagonia's North America, Patagonia Europe, and Patagonia Japan Quality Control Depts, and Patagonia Headquarters, managing quality databases, generating factory-style manufacturing performance reports, resolving issues with production managers, and product development.
• Played a pivotal role in improving finished goods quality while managing a multi-million-dollar budget, and maintaining cost-efficiency.
• Reduced Manufacturing 2nds to .5% throughout Patagonia's Global Manufacturing Network.
• Led the development and management of Patagonia’s footwear line, collaborating with the Design and Production teams to align with brand goals for quality, cost, and production efficiency.

• Relocated to the Ventura office to expand global in-factory quality auditing initiatives, and develop robust systems for quality assurance across all contracted manufacturing locations.
• Developed and implemented factory-wide methods and training, ensuring understanding and compliance with Patagonia’s quality standards, while promoting collaboration with product development and production teams.
• Spearheaded the creation of a new process for handling fishing wader returns, including testing, repairing, and providing customer service feedback for product improvement.
• Provided detailed data analysis to product development and the Director of Quality, driving product enhancements.
• Reviewed and tested all infant and kids' products to ensure compliance with internal safety standards and global regulations.
• Resolved labeling errors, reviewed catalog copy, and ensured adherence to quality and regulatory standards.

• Moved to Reno, NV, to design and build out a QC department in Patagonia's new distribution and customer service center.
• Served as Patagonia’s first International Quality Representative for European and Asian manufacturing sites, conducting raw material and finished goods audits in China, Italy, Turkey, France, Portugal, and Belgium.
• Implemented factory quality assurance programs to uphold Patagonia’s high standards, and improve manufacturing performance.
• Provided data-driven support to Production Contract Managers to enhance the quality of finished goods through manufacturing performance analysis.
• Inspected inbound shipments from international factories, delivering actionable feedback to the Product Development and Contract Management teams.
• Assisted with quality control inspections, manufacturing problem resolution, and maintained seamless operations in the Quality Department.
• Played a key role in maintaining Patagonia's quality by performing finished goods and raw material inspections, while analyzing customer feedback, return reason codes, and supporting continuous improvement initiatives.

• Selected by the Director of Quality to analyze product quality through raw material and finished goods inspections, as well as customer feedback and returns analysis across wholesale, mail order, retail, and international divisions.
• Championed Patagonia’s commitment to customer-centric quality by ensuring customer feedback informed innovation, problem resolution, and consistent quality assurance.
• Collaborated with Quality and Information Systems teams to develop effective systems for tracking and analyzing returns, customer feedback, and satisfaction metrics.
• Played a key role in designing and launching Patagonia’s first customer telephone survey system to gather actionable insights.
• Co-authored Patagonia’s Finished Goods Quality Standards, establishing the foundation for the company’s enduring reputation for excellence.

• Managed daily operations for two separate mail order businesses that included order allocations, order fulfillment, packing, and processing returns, ensuring seamless workflow and customer satisfaction.
• Monitored and coordinated activities with inventory clerks, mail order clerks, and the returns supervisor to maintain operational efficiency.
• Maintained and managed the annual budget, optimizing resources to support mail order operations.
• Resolved customer issues related to orders and returned merchandise, delivering solutions that upheld Patagonia’s commitment to exceptional service.
• Purchased and maintained shipping supply inventory to ensure uninterrupted daily operations.

• Facilitated daily mail order allocations, ensuring accurate and timely fulfillment of all customer product orders.
• Supervised and assisted employees in processing orders for domestic and international shipping using UPS, FedEx, and USPS methods.
• Managed daily inventory processing functions, maintaining accuracy within the IBM AS400 system.
• Supported hiring processes and conducted performance evaluations to foster team growth and operational efficiency.

• Managed picking, packing, shipping, and processing returns for the mail order division, ensuring efficient and accurate order fulfillment.
• Received and processed all inventory shipments from the Central Warehouse, maintaining stock accuracy and availability.
• Supported accounting operations by handling end-of-day invoicing for customer orders.
• Provided excellent customer service by answering telephone inquiries and processing orders.

• Traced sewing patterns and coordinated shipments to Patagonia factories worldwide, supporting global production needs.
• Picked and packed wholesale orders with precision, ensuring timely delivery to wholesale accounts.
• Conducted quality inspections of garments upon receipt from international factories to uphold Patagonia’s high standards.