Principal Product Manager, Accounts + Identity

ABOUT QUINCE Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions: • Customer First: We prioritize customer satisfaction in every decision. • High Quality: True quality means premium materials and rigorous production standards you can feel good about. • Essential Design: We focus on timeless, functional essentials instead of chasing trends. • Always a Better Deal: Innovation and transparency ensure value for both customers and partners. • Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages. Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency. OUR TEAM AND SUCCESS At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince. Role Role’s Scope / Impact This PM owns the customer account platform and identity foundation across Quince’s commerce ecosystem. This includes authentication, identity management, account lifecycle, and the user data layer that powers personalization, trust, and cross-channel experiences. This role is explicitly AI-first: you will define and build AI-powered identity and account experiences, including intelligent agents that improve customer experience, automate workflows, and strengthen trust and security. You will help establish how AI agents interact with identity — enabling systems that can understand users, act on their behalf safely, and improve over time. Account Platform Build the foundational platform that manages customer accounts across web, mobile, and future channels: • Account creation and onboarding • Login and authentication flows • Passwordless authentication and modern identity patterns • Profile management • Account lifecycle (creation → active → recovery → deletion) • Foundations that enable AI agents to safely act on behalf of users Identity & Authentication Own the authentication architecture and user identity model: • Authentication flows (email, passwordless, SSO, social login if applicable) • Identity linking across devices and channels • Session management • Account recovery and security protections • Fraud and abuse prevention In addition: • Design systems that allow AI agents to securely verify identity and assist users • Build guardrails for agent actions tied to user identity (permissions, consent, auditability) Customer Data & Profile Layer Define and build the canonical customer identity and profile model: • Customer profile data structures • Address book, preferences, and account metadata • Identity resolution across sessions/devices • Consent and privacy preferences • Integration with downstream systems Additionally: • Structure data to support AI-driven personalization and agent reasoning • Enable a unified identity layer that AI systems can reliably use Account Experience Improve the customer-facing account experience: • Account dashboard • Order history and returns access • Profile management and saved preferences • Address and payment management • Notification preferences AI-first extensions: • AI-assisted account experiences (e.g., smart account recovery, identity verification assistance) • Personalized insights and proactive support powered by AI • Conversational interfaces for account management (AI copilots / assistants) Platform Integrations Define identity integrations with: • Checkout • Customer support tools • Fraud and risk systems • Marketing / CRM • Fulfillment systems • AI/ML systems and agent frameworks Ensure identity data is consistent, secure, observable, and usable by AI systems. AI Agents & Automation (Core to Role) Define and build AI-powered capabilities across accounts and identity: • AI agents that assist with account recovery, login issues, and support workflows • AI-powered fraud detection and anomaly detection systems • Customer-facing copilots that can answer questions, manage accounts, and take actions • Internal agents that improve CX efficiency and operational workflows Establish: • Clear boundaries for agent permissions and actions • Human-in-the-loop systems where needed • Monitoring, evaluation, and continuous improvement of AI systems Cross-functional Teamwork Partner closely with: • Engineering • Design • Security • Data / AI teams • CX • Growth / Marketing Balance: • Customer experience • Platform reliability • Security and trust • Responsible AI usage Metrics Ownership Customer Experience • Account creation success rate • Login success rate • Account recovery success rate • Time to first purchase • Cross-device session continuity • Success rate of AI-assisted account interactions Platform Health • Authentication success rate • Identity service uptime • API reliability • Error rates in login/account flows • Latency and reliability of AI-powered flows Security & Trust • Account takeover rate • Fraud signals in identity flows • Suspicious login detection • Password reset abuse rate • Accuracy of AI-driven fraud detection Growth Enablement • % of orders from logged-in users • Account creation conversion rate • Repeat purchase rate • Account engagement (profile completion, saved prefs) • Engagement and success of AI-powered features Required Education & Qualifications • 8+ years total experience; 2+ years in product management • Experience building platform or infrastructure products • Strong technical fluency with APIs, system design, and data models • Experience working closely with engineering teams • Strong analytical and metrics-driven mindset • Excellent communication skills • Experience building or contributing to AI-powered products, including: • AI agents • Copilots or assistants • LLM-powered workflows • Human-in-the-loop systems Preferred or Nice-to-Have Qualifications • Experience with identity, authentication, or account systems • Familiarity with OAuth, JWT, session management • Ecommerce or marketplace platform experience • Experience with privacy, security, or trust systems • Experience scaling internal platforms • Experience designing or shipping AI agents or assistant-style experiences • Familiarity with LLMs, prompt design, or agent orchestration WHY QUINCE? Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. EQUAL OPPORTUNITY & HIRING INTEGRITY Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws. Security Advisory: Beware of Frauds At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.