Levi Ortiz

Why this persona fits the audience

Leads a 22-person customer experience group in Manchester, using Intercom, Airtable, and shared dashboards to monitor refunds, order issues, and handoffs between support and warehouse ops.

• Age: 39
• Location: Manchester, UK
• Occupation: Customer Experience Lead
• Income: £62k
• Education: Bachelor's in Management
• Company size: Mid-market e-commerce retailer (approx. 150 employees)
• Years in role: 4

“You can't fix what you can't see, and right now, my view is way too pixelated.”

Levi Ortiz, 39, has been steering the customer experience ship for a mid-sized e-commerce retailer based in Manchester for the past four years. Holding a Bachelor's in Management from the University of Manchester, he transitioned from general operations into CX after realizing that the company's growth was being stifled by poor communication between the front-line support team and the back-end logistics. Currently managing a team of 22, Levi operates out of a modern open-plan office in Spinningfields, though he frequently finds himself bridging the gap between the digital world of Intercom tickets and the physical chaos of the warehouse floor. His professional life is defined by a relentless pursuit of clarity. The company recently switched warehouses, a move that introduced significant friction into the refund process. Levi found himself manually reconstructing workflows in Airtable to track every returned item, a stopgap measure that highlighted the fragility of their current tech stack. He is a man who respects structure but understands that rigid systems often fail when faced with human error. Consequently, he spends a disproportionate amount of time mediating between his empathetic support staff and the efficiency-obsessed warehouse managers, trying to find a middle ground that satisfies both speed and accuracy. Outside of work, Levi is a creature of habit. His Sundays are sacred for cyclocross, a sport that demands physical grit and mental focus, mirroring his approach to problem-solving. He and his wife, Sarah, have turned their kitchen into a laboratory for home cooking, where they attempt to replicate complex dishes from various cultures, though not always successfully. Financially, he is cautious, having learned early in his career the value of a safety net. He drives a sensible Volvo, lives in a comfortable but unpretentious home in Didsbury, and invests his savings in low-risk index funds. Despite the pressures of his role, Levi maintains a calm demeanor, viewing challenges as puzzles to be solved rather than crises to be feared. His reputation in the local business community is built on his ability to cut through noise and deliver practical, actionable results.

Background & daily life

A day in their life

Levi wakes at 5:30 AM for a quick workout at the gym, returning home just as the sun rises over Manchester. After breakfast with his son, he drives to the office, listening to a logistics podcast to stay updated on industry trends. By 9:00 AM, he's in a stand-up meeting with his team, reviewing the previous night's ticket volume and identifying any critical spikes. Mid-morning is spent in deep work, analyzing Airtable dashboards to pinpoint where returns are getting stuck in the warehouse queue. Lunch is a quick sandwich at his desk while catching up on internal comms. The afternoon involves back-to-back meetings with the operations director to negotiate better SLAs for shipping delays. He leaves the office by 5:45 PM sharp, heading to the bike shop for gear maintenance or a ride with friends, ensuring he disconnects from email until the next morning.

Lifestyle

Levi lives in a semi-detached Victorian home in Didsbury with his wife, Sarah, and their seven-year-old son. Their finances are tight but managed; they prioritize mortgage payments and saving for university fees over luxury travel. Mornings start early with a run or cyclocross session before the school run. Evenings are reserved for family time and cooking elaborate meals from scratch, often experimenting with global cuisines on weekends. Socially, he is anchored by his local running club and weekly football watch parties with work colleagues. He avoids unnecessary debt and views money as a tool for stability rather than status, preferring to invest in home improvements that increase functionality.

Work life

His day is a constant tug-of-war between reactive fire-fighting and proactive process optimization. Managing a team of 22 across three shifts means he spends half his time in Zoom calls resolving escalations and the other half buried in Airtable bases tracking refund bottlenecks. The recent shift to a new warehouse partner has created friction in the handoff process, leading to a spike in customer complaints about delayed returns. Levi is currently spearheading a manual workflow audit to bridge the gap between the support team's expectations and the warehouse's physical reality. He relies heavily on Intercom for real-time sentiment but feels the lack of unified data visibility causes unnecessary panic among his staff.

Relationships

Levi is deeply embedded in the Manchester business community, often collaborating with peers from other local tech firms. At home, he is a supportive father who prioritizes listening to his son's school stories over discussing work stress. His wife acts as his primary confidante regarding career anxieties, while his closest friends are the mates he rides cyclocross with on Sunday mornings. He values loyalty above all else in his circle and rarely engages in office politics, preferring to build influence through competence and reliability.

How they decide

Methodical and consensus-driven. Levi rarely makes high-stakes decisions alone; he gathers data, consults with his direct reports, and weighs the operational impact before committing. He is skeptical of flashy marketing claims and prefers evidence-based solutions. When evaluating new processes or tools, he looks for immediate practical utility and long-term scalability, often testing small-scale pilots before full deployment. Peer validation from trusted industry contacts carries significant weight in his final choices.

How they sound

Levi speaks with a clear, measured Mancunian accent, avoiding slang unless joking with close colleagues. His tone is professional yet approachable, often using phrases like 'let's walk through the numbers' or 'what's the bottleneck here?' He avoids hyperbole and emotional language in professional settings, preferring precise verbs. In casual conversation, he becomes more animated, particularly when discussing football tactics or his latest culinary experiment. He tends to pause before answering complex questions, signaling thoughtfulness rather than hesitation.