About — Carpent | Perth, WA

Steve Jones — Operations & Customer Experience Executive

I started on the front line of operations — the one explaining to a customer why their claim, order, or service job was weeks late and nobody had told them. Long before I ever touched a workflow diagram or an automation platform.

That's the seat most "AI workflow" advice gets written from a long way away. Based in Perth, I'm currently a working operations and customer experience executive — owning the systems that decide whether an issue gets handled in hours or lost for weeks.

Carpent grew out of that job, not around it. Everything I build gets tested inside a real operation first, on whatever CRM, helpdesk, or ERP that business already depends on — platform-agnostic by preference, across software, automotive, and electrical hardware/tech companies. What I bring to other operators is work that's already been tested on my own team, not a framework I read about.

"Most AI-advisory content is written by people who've never had to explain a broken workflow to an angry customer. I have — regularly. That's the difference this is built on."

Carpent exists for people in the same seat — Australian businesses from startup to scale-up and beyond, wherever you're based: operations leaders, service and support leads, and technical teams who need practical systems, not another slide on "the future of AI." If that's you, the fastest way in is to bring one workflow that's actually broken.

The path here

Front line first. Systems second. Outside advisor last — if at all.

Frontline

On the floor

Years spent on the front line of service and operations, dealing directly with the gap between what's promised and what actually happens for the customer. This is where the instinct for "where workflows actually break" comes from.

Ops

Into operations & customer experience

Moved into running operations and customer experience — owning the systems and processes that determine service quality, not just performing the work inside them.

Now

Operations & Customer Experience Executive

Currently building and running the process, knowledge, and automation stack — CRM, helpdesk, field service — for a live operator's operations and aftersales function.

Carpent

Bringing it to other operators

Carpent is that same practitioner work, made available to other operators — across software, automotive, and electrical hardware/tech — who need the systems, not the theory.

How I work

A few things I won't compromise on.

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Configure before you build

Work starts on what you already run. A new tool only enters the picture when the current stack genuinely can't do the job — and building from scratch is the last option, not the first.

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Prove it on one team first

Nothing gets sold as "ready to scale" until it's held up under one real team's normal week.

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Say no to the wrong fit

If the ask is a strategy deck, a headcount-cutting case, or a platform lock-in, I'll say so — and point you elsewhere.

Get in touch

Tell me what's broken. I'll tell you honestly if this is the right fix.

Start a conversation →