How would you make ops decisions, if you could do it again?

Question

I'm struggling with thinking about operations decisions: "mark this account as fraud" or "email customer if they have an item in their cart for >3 days". Decisions that define the customer experience or business operations of your company.I've seen a combination of manual, expert rules/code and machine learning involved at my company, but it's a mess. So many teams, so much politics. How does your company do it? What do you'll do well, and how did you get there? Pitfalls?If you could design a system that works for engineering and operations teams, how would you?

jh88 · Accepted Answer

I don't know if there's a great general answer here. We used to make all these decisions pretty much manually. Now we automate some things directly in code. We're far from ML so will deal with it when we get there.Manually doesn't scale, but also the people who are closest to the customers (operations) usually have most decision-making context anyway.