Principal Product Manager, Accounts + Identity

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