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

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?